Resolution Specialist

• Job Type : Permanent contract | Full-time
• City : Irvine
• Working place (Linked In) : #LI-Hybrid
• Minimum annual compensation : 70000
• Maximum annual compensation : 75000

As a global reference in small domestic and professional equipment, we make a real impact through our 45 iconic brands – Tefal, Seb, Rowenta, Moulinex, Krups, and many more – present in over 150 countries. Every second, 13 products are sold, manufactured in our 50 industrial and logistic sites.

Our success relies on the diversity of talents, the richness of individual journeys, and an inclusive and respectful work environment. We are firmly committed to fighting all forms of discrimination. If you have a disability, we are here to listen and adapt your recruitment journey.

SEB Professional is a subsidiary of Groupe SEB. At SEB Professional North America, we are a leader in the professional coffee machine industry, offering three equipment lines:
Schaerer, WMF, and Curtis. Our innovative coffee machines are trusted worldwide and can be found in a variety of settings, including hotels, restaurants, coffee shops, and convenience stores. Join us in delivering exceptional coffee experiences worldwide.

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.

• 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.

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.

• Type of Employment:
  
  Full time – Exempt
• Workplace Schedule Type:
  
  Hybrid
• Position Location:
  
  Irvine, Ca

At SEB Professional North America, we believe great careers are built…