Escalations Specialist

Taylor Corporation•Amsterdam, NY

2d•$16 - $17•Onsite

About The Position

Taylor DM Brands, formerly known as Amsterdam Printing, is looking for an Escalations Specialist to join their team! The Escalations Specialist is responsible for managing complex customer issues, urgent requests, and order escalations to ensure a positive customer experience. This role serves as a liaison between Customer Service, Sales, Manufacturing, Vendors, and internal support teams to resolve issues quickly and effectively while maintaining strong communication with all stakeholders.

Requirements

2+ years of related/relevant experience
Strong attention to detail, communication and organizational skills, independent judgement, and problem-solving abilities
Candidates must be authorized to work in the United States without the need for employer sponsorship.

Nice To Haves

Knowledge of promotional products
Knowledge of shipping methods
Order Entry experience

Responsibilities

Manage and resolve customer escalations, ensuring timely follow-up and issue resolution.
Monitor high-priority and rush orders from initiation through completion.
Coordinate with vendors, manufacturing, purchasing, and other departments to expedite orders and address delays.
Investigate order, billing, shipping, and product issues to identify root causes and recommend solutions.
Communicate status updates to customers, sales representatives, and leadership teams.
Document escalations and maintain accurate records of actions taken and resolutions achieved.
Proactively identify trends and recurring issues and recommend process improvements.
Support customer service representatives with complex problem resolution and escalation guidance.
Ensure service level expectations are met while maintaining a high level of customer satisfaction.