Customer Support - Resolution Specialist

Federal Mfg•Fort Worth, TX

About The Position

ID Technology is seeking a Customer Support - Resolution Specialist to support the resolution of escalated cases related to customer complaints, label concerns, replacement needs, credits, returns, and related follow-up activity. The role works closely with customer service, operations, quality, suppliers, and other internal stakeholders to help move escalated matters to closure.

Requirements

High school diploma or GED required
Minimum of two years of experience in customer service, complaint resolution, returns, production support, manufacturing, distribution, quality support, or a related environment.
Strong organization, documentation, follow-up, problem-solving, and communication skills.
Ability to work effectively with internal teams, customers, suppliers, and employees at all levels of the organization.
Ability to manage multiple open items, prioritize appropriately, and escalate concerns when resolution is delayed or additional support is needed.

Nice To Haves

additional education in business, customer service, manufacturing, quality, or related field preferred.
Experience handling escalated issues, customer complaints, credits, returns, replacements, documentation, or cross-functional follow-up preferred.
Experience with QT9, ERP systems, CRM tools, Microsoft Office, or similar business systems preferred.

Responsibilities

Manage customer issue resolution by coordinating, tracking, and following up on escalated customer complaint cases through completion.
Communicate customer issue and service status updates to internal stakeholders and, when needed, directly to customers to support timely resolution.
Submit and manage claims and issue resolutions related to customer orders, including follow-up with appropriate internal and external contacts.
Support account access and create shipments as needed to assist with order resolution and service requirements.
Create, log, and maintain packing slips and tracking information to ensure accurate shipment records and visibility.
Receive product into inventory and ensure related records are updated accurately.
Issue product out of inventory and maintain appropriate documentation for inventory movement.
Create commercial invoices and maintain the documentation needed to support compliant shipments and customer order processing.
Coordinate the disposition of defective and malfunctioning label products in partnership with the designated quality group.
Perform other related duties as assigned to support the ongoing needs of the business.