Customer Solutions Associate

Aston Carter • Seattle, WA

5d • $27 - $27 • Hybrid

About The Position

The Customer Solutions Associate focuses on optimizing orders, driving efficiency, and minimizing waste throughout the End-to-End Order to Cash process. The associate serves as the primary point of contact and advocate for customers. This hybrid role is based in Seattle, Washington, and requires working in the office Tuesday through Thursday, from 6:00 a.m. to 2:30 p.m.

The role manages three different teams, including a phone-based customer service team that works from a queue and a shared inbox for customer requests such as product guides and price lists. The associate may occasionally assist other functions, including field partners or sales teams. The team has eight people, and training lasts two weeks before active duties begin.

Requirements

• Ability to communicate clearly and concisely, orally and in writing.
• Ability to balance multiple priorities and meet deadlines in a fast-paced, changing environment.
• Self-starter who can proactively identify areas for improvement or inefficiencies.
• Attention to detail.
• Ability to perform data or order entry.
• Organization and time-management skills.
• Strong customer service skills, including the ability to handle upset or difficult customers professionally.
• Ability to analyze, diagnose, and resolve problems.
• Basic skills in Microsoft Windows and internet applications.
• At least 2 years of customer service experience in any setting, including retail.
• Ability to think quickly and solve problems.
• Ability to adapt to changes and comfort with technology.
• Excellent written and verbal communication skills.
• Excellent analytical aptitude and proven ability to analyze and interpret data.
• Well-organized, methodical approach and excellent decision-making skills.
• Strong, creative problem-solving skills.
• Ability to work independently with minimal supervision.

Nice To Haves

• Undergraduate degree strongly preferred.
• At least 2 years of experience in Order Management, Distribution, Inventory Management, or a related field preferred.
• Proficiency in Microsoft Office applications such as Word, Excel, and Outlook.
• Proficiency in SAP, BW, and Business Objects preferred.

Responsibilities

• Receive and submit orders on behalf of customers.
• Identify and resolve demand capture failures within the defined Service Level Agreement (SLA).
• Monitor open orders according to the Daily Activity Schedule and ensure tasks and cadence are followed.
• Collaborate with customers or cross-functional business partners to resolve blocked orders within SLA.
• Optimize orders for logistical efficiency, including maximizing payload and grouping or splitting orders.
• Contact customers about Out of Stock or Stock Allocation issues.
• Work with the Order Fulfillment team to resolve issues that prevent delivery note creation.
• Contact customers and propose resolutions for issues identified after delivery note creation due to transportation or warehousing issues.
• Serve as the principal customer contact for capturing, creating, and registering return requests.
• Assess return request compliance with Market Return Policy Conditions.
• Obtain Sales authorization for return requests that exceed Market Return Policy Thresholds.
• Validate that returned products are in sellable condition and that relevant documentation is provided for credit or debit value analysis.
• Coordinate destruction or donation of goods when a physical return is not warranted.
• Ensure refusals created by the OS&D team in Transportation have appropriate order reason codes and correct pricing before billing.
• Analyze reasons for refusals and contact customers to propose mitigation actions.

Benefits

• Medical, dental, and vision coverage, subject to eligibility.
• Critical Illness, Accident, and Hospital coverage, subject to eligibility.
• 401(k) Retirement Plan with pre-tax and Roth post-tax contributions, subject to eligibility.
• Voluntary Life and AD&D insurance for employees and dependents, subject to eligibility.
• Short- and long-term disability coverage, subject to eligibility.
• Health Spending Account (HSA), subject to eligibility.
• Transportation benefits, subject to eligibility.
• Employee Assistance Program, subject to eligibility.
• Time Off/Leave, including PTO, vacation, or sick leave, subject to eligibility.

What This Job Offers

• Career Level: Entry Level
• Education Level: No Education Listed