Customer Solutions Representative

Customer Solutions Associate

This hybrid role requires three days in the office from Tuesday to Thursday, working from 6 a.m. to 2:30 p.m. The position focuses on optimizing orders, driving efficiency, and minimizing waste throughout the End-to-End Order to Cash process flow. As a Customer Solutions Associate, you will serve as the primary point of contact and advocate for the customer.

• Receive and submit orders on behalf of customers.
• Identify and resolve demand capture failures within defined Service Level Agreement (SLA).
• Regularly monitor open orders according to the Daily Activity Schedule and ensure adherence to tasks and cadence.
• Collaborate with customers or cross-functional business partners to resolve blocked orders within SLA.
• Optimize orders for logistical efficiency, such as maximizing payload and grouping or splitting orders.
• Contact customers regarding Out of Stock or Stock Allocation issues.
• Collaborate with the Order Fulfillment team to resolve issues preventing delivery note creation.
• Contact customers and propose resolutions if issues are identified post-delivery note due to transportation or warehousing issues.
• Be the principal customer contact for capturing, creating, and registering all return requests.
• Assess compliance of Return Requests according to Market Return Policy Conditions.
• Obtain authorization from Sales for return requests that exceed Market Return Policy Thresholds.
• Validate returned products are in sellable condition and ensure all relevant documentation is provided for analysis of credit or debit value.
• Coordinate destruction or donation of goods when physical return is not warranted.
• Ensure refusals created by the OS&D team in Transportation contain appropriate order reason codes and correct pricing prior to billing.
• Analyze reasons for refusals and contact customers to propose mitigation actions.

• Ability to communicate clearly and concisely, both orally and in writing.
• Ability to balance multiple priorities and meet deadlines in a fast-paced and changing environment.
• A self-starter who can proactively identify areas for improvement or inefficiencies.
• Attention to detail.
• Ability to perform data or order entry.
• Organization and time management skills.
• Strong customer service skills with the ability to handle upset or difficult customers professionally.
• Ability to analyze, diagnose, and resolve problems.
• Basic skills in Microsoft Windows and internet applications.

• 2 years of customer service experience in any setting, including retail.
• Problem-solving skills and the ability to think quickly.
• Tech-savvy with the ability to adapt to changes.
• Undergraduate degree strongly preferred.
• 2 years' experience in Order Management, Distribution, Inventory Management, or related fields preferred.
• Proficiency in Microsoft Office applications (e.g., Word, Excel, Outlook).
• Proficiency in SAP, BW, and Business Objects preferred.
• Excellent written and verbal communication skills.
• Excellent analytical aptitude with a proven ability to analyze and interpret data.
• Well-organized, methodical thinker with excellent decision-making skills.
• Strong and creative problem-solving skills.
• Ability to work independently with minimal supervision.

The role manages three different teams, including a customer service team that is phone-based and works off a queue. The team manages a shared inbox where customers can email requests for product guides, price lists, etc. Occasionally, the role requires assisting other functions, such as helping field partners or sales teams. There are eight people on the team, with a two-week training period before starting active duties.

This is a Contract position based out of SEATTLE, WA.

The pay range for this position is $27.00 - $27.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions…