Customer Resolution Representative - Americas

Digi-Key Electronics•Thief River Falls, MN

4d•$20•Hybrid

About The Position

The Customer Resolution Representative - Americas is part of a team committed to researching and resolving customer concerns through cross-functional collaboration, emphasizing adherence to policies and delivering exceptional service standards. You’ll serve as the frontline interface, orchestrating the resolution process with empathy and professionalism while meticulously documenting relevant information. By fostering collaboration among departments, you ensure swift and effective handling of customer issues, proactively communicating updates to encourage customer satisfaction at every stage of resolution. In this role, you will be responsible for conducting thorough investigations to pinpoint underlying causes of challenges and inefficiencies by identifying and resolving issues affecting both our customers and company operations. Your expertise will drive strategic insights and actionable recommendations, ensuring continuous improvement and enhanced customer satisfaction. This role is based in Thief River Falls, Minnesota. It will require a minimum of two days per week in the office and availability for projects in the office as needed.

Requirements

High school diploma or equivalent
Ability to hold self-accountable to delivering business results
Ability to work independently and manage multiple projects
Demonstrated skills as an empathetic and compassionate communicator with the ability to quickly gain customer trust and confidence
Demonstrated ability to work under pressure or in stressful situations based on customer interaction and deadlines
Strong interpersonal & written communication skills
Excellent Problem-Solving Skills
Experience in Office 365 Suite
Ability to train into DigiKey internal software: WinDECs PROD
Familiarity with tools: eGain, Cisco Finesse and Webex, Foxit/Adobe Acrobat, SharePoint, Adobe Acrobat, Compliance Quest, Content Navigator, FileNet

Nice To Haves

Strong knowledge of DigiKey brand and its principles

Responsibilities

Act as the first point of contact for customer complaints, delivering a quality customer service experience during the complaint resolution process.
Document complaints into a record-keeping system and maintain logs of all pertinent information and actions taken in response to complaints.
Send complaints to various teams, as necessary, ensuring they are handling them promptly.
Follow up with the customer, ensuring they are kept up to date with the progress of their complaint until it has been successfully resolved.
Gather data, investigate, analyze, and evaluate information to identify the root cause of issues.
Maintain comprehensive knowledge of products, relevant regulations, systems, business processes, and policies.
Champion digital adoption initiatives to streamline processes and enhance operational efficiencies.
Research and resolve customer concerns received across all platforms (e.g., phone, mail, email, social media), ensuring adherence to policies and delivering exceptional service standards.
Collaborate cross-functionally to streamline processes and enhance digital adoption, aiming to reduce friction in customer interactions and increase ease of doing business.
Utilize strong problem-solving skills to address complex customer issues promptly and effectively, leveraging technological tools and resources as needed.
Implement initiatives to influence customer behavior change and enhance internal capabilities, continuously improving service delivery and customer satisfaction metrics.