Customer Escalation & Resolution Specialist

Groupe SEB; Irvine (CA); Ibrido; USD 70.000 - 75.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical, Dental, Vision coverage

401(k) with company match

Paid holidays

Employee discounts

Descrizione del lavoro

Groupe SEB in Irvine, CA is seeking a Resolution Specialist to research, analyze, and resolve escalated customer concerns and order discrepancies. You will serve as the primary liaison between customers and cross-functional teams to ensure timely and accurate resolution while overseeing customer projects.

The ideal candidate has a high school diploma, 3–5 years of experience with key accounts, and professional English.

Competenze

• High school diploma or equivalent; post-secondary education preferred.
• 3-5 years experience supporting key customer accounts or managing customer-impacting projects.
• Professional English – Reading, Writing, Speaking, and Listening

Mansioni

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

Conoscenze

Customer account support

Issue resolution

Cross-functional liaison

Project management

English proficiency

ERP/CRM systems

Formazione

High school diploma or equivalent

Post-secondary education preferred

Strumenti

SAP

ERP

CRM

Descrizione del lavoro

Groupe SEB in Irvine, CA is seeking a Resolution Specialist to research, analyze, and resolve escalated customer concerns and order discrepancies. You will serve as the primary liaison between customers and cross-functional teams to ensure timely and accurate resolution while overseeing customer projects.

The ideal candidate has a high school diploma, 3–5 years of experience with key accounts, and professional English.