Customer Resolution Specialist

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Full‑Time, North Carolina, United States

• Enjoy a competitive compensation package.
• Full benefits package that includes Education Reimbursement and 401k (with match).
• Optional - Work remotely from home for added flexibility.

Process and resolve claims concerning customer dissatisfaction with products.

• Receive claims calls from customers.
• Establish and maintain claims files.
• Investigate claims requests and establish determination of responsibility for the problem.
• Enter and update related data into the computer system.
• Undertake further research.
• Prepare written correspondence.
• Follow up with parties involved.
• Discuss claims problems with outside suppliers or internal Geiger associates.
• Collaborate with sales partners, customers, and others involved to determine responsibility.
• Negotiate sharing of charge reduction where appropriate.
• Negotiate discounts or reruns with vendors.
• Follow through until the rerun ships or the credit is received.
• Offer solutions and options to satisfy customers and maintain continued business relationships.
• Request and/or prepare debit and credit memos.
• Prepare revised or supplemental billings resulting from claims processing.
• Prepare new orders for replacement goods.
• Follow up for shipping information and processing of cost involved.
• Recalculate sales and commission.
• Perform routine clerical duties such as mailing returned items to suppliers for review.
• Perform other related duties as assigned.

• Knowledge of product information and overall business knowledge including customer service, order processing, order expediting, sales service, accounts payable, accounts receivable, and profitability a must.
• Two years of experience in customer relations and/or claims activities.
• Very strong in Communications, Negotiation and Math

• Prolonged periods of sitting at a desk or computer
• Typing and using a computer keyboard for extended periods.
• Answering phone calls and communicating with customers via email.

• Ability to concentrate for extended periods of time paying close attention to detail.
• Ability to handle multiple tasks simultaneously and manage time effectively.
• Working indoors in a typical office environment
• Use of standard office equipment such as computers, phones, and printers.
• Interaction with team members and possibly occasional interactions with customers in person, via phone, or email.

• Industry certification at the CAS (Certified Advertising Specialist) level.