RESOLUTION SPECIALIST

Groupe SEB • North America, United States, California, CA

15h • $70,000 - $75,000 • Hybrid

About The Position

The Resolution Specialist is responsible for researching, analyzing, and resolving escalated customer concerns, order discrepancies, and addressing internal blocks on non-installation related orders. This role serves as a key point of contact between customers and internal departments to ensure timely and accurate resolution while maintaining high levels of customer satisfaction and overseeing the execution of customer projects.

Requirements

• High school diploma or equivalent required; additional post-secondary education preferred.
• 3-5 years experience supporting key customer accounts or managing customer-impacting projects. Experience addressing escalated customer issues and complex orders discrepancies.
• Professional English – Reading, Writing, Speaking, and Listening
• Takes ownership and accountability for finding resolutions.
• Quickly analyzes complex situations, identifies root causes, and implements effective solutions.
• Demonstrates strong organizational and time management skills.
• Remains composed and professional in highly escalated or high visibility concerns.
• Ability to address multiple high-priority tasks and escalations while maintaining attention to detail.
• Communicate effectively with customers and internal departments as needed to oversee projects and resolving complaints.
• Ability to multitask, prioritize, and work in a fast-paced environment.
• Comfortable with ERP and CRM platforms.
• Proficient in using office equipment.
• Ability to sit or stand for extended periods which working at computer.
• Frequent use of a computer and prolonged screen viewing.

Responsibilities

• Research, analyze, and resolve escalated customer concerns and order discrepancies in a timely and accurate manner.
• Identify and address internal blocks affecting non-installation-related orders.
• Serve as the primary liaison between customers and cross-functional internal departments to facilitate effective communication and resolution.
• Oversee the execution and progression of customer projects to ensure alignment with timelines and requirements.
• Monitor non-installation orders proactively to identify risks and delays.
• Maintain documentation within SAP of investigations.
• Analyze trends in escalations to identify root causes and recommend proactive solutions.

Benefits

• Comprehensive Medical, Dental, and Vision Coverage with a generous employer contribution
• 401(k) Retirement Plan with company match
• Company‑Paid Life Insurance
• 12 Paid Holidays
• Additional Voluntary Benefits and Employee Discount Programs
• A Positive, Inclusive Work Culture that genuinely values work‑life balance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED