Customer Solutions Associate

Fuseglobal; Seattle (WA); Hybrid; USD 25,000 - 41,000; Full time

Benefits offered by this job

Medical insurance

Vision insurance

401(k)

Disability insurance

Job summary

FuseGlobal is seeking a Customer Solutions Associate in Seattle to act as the main customer contact, optimize orders, and drive end-to-end order-to-cash efficiency. Responsibilities include handling calls, submitting orders, credit requests, CRM maintenance, order tracking, and collaboration with carriers to resolve SLA issues.

The role requires strong communication, analytical skills, and the ability to work in a fast-paced environment while managing multiple priorities.

Qualifications

• 2 years’ experience in Customer Care, Order Management, Distribution, Inventory Management, Transportation, Demand and Supply Planning.
• Excellent written and verbal communication skills.
• Excellent analytical aptitude with data interpretation.
• Well-organized, methodical thinker with strong decision-making.
• Ability to work in a fast-paced environment and manage multiple priorities.

Responsibilities

• Handle calls via Genesys phone system.
• Receive and submit orders on behalf of customers.
• Process customer credit requests.
• Maintain CRM and other applications.
• Track orders and coordinate with carriers for escalations.
• Suggest products or programs to customers.
• Resolve SLA-related demand issues and monitor daily orders.
• Collaborate cross-functionally to unblock orders.
• Optimize orders for logistics efficiency.
• Communicate stock issues and OOS to customers.
• Assist with delivery note creation and post-delivery issues.
• Manage customer returns, including authorization and documentation.

Skills

Customer Care

Order Management

Distribution

Inventory Management

Transportation

Demand Planning

Supply Planning

Communication

Analytical Skills

Independence

Education

No degree specified

Tools

MS Office

SAP

Salesforce

Job description

Title: Customer Solutions Associate
Location: Seattle, WA
Company: Fortune 100 Food & Beverage Manufacturing(FuseGlobal has worked with this company for 20 years)
Initial term: 12 months (position expected to run longer)
Schedule: Tue-Th onsite (Mon/Fri WFH), 6:00am - 2:30pm

About This Role:

Seeking a Customer Solutions Associate to serve as the primary point of contact and advocate for the customer and be responsible for optimizing orders while driving efficiency and minimizing waste throughout the End-to-End Order to Cash process flow.

What You’ll Do:

• Manage incoming calls through our Genesys phone system
• Receive and submit orders on behalf of customers
• Facilitate customer credit requests
• Maintain account settings, including updates within CRM and other applications
• Track orders through various transportation tools and at times collaborate with carrier customer support for escalations
• Suggestively sell and inform customers about new and existing products or programs
• 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 the tasks and cadence
• Collaborate with customers or cross-functional business partners to resolve blocked orders within SLA
• Optimize orders for logistical efficiency (e.g. maximize payload, grouping / splitting orders)
• Contact customer when required due to Out of Stock or Stock Allocation issues
• Collaborate with Order Fulfillment team to resolve issues preventing delivery note creation (e.g. delivery block)
• Contact customer and propose resolution if issues identified post-delivery due to Transportation or Warehousing issues (such as appointment scheduling, delivery delay, picking issues etc.)
• Be 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 product is in sellable condition and ensure all relevant documentation is provided for analysis of credit / 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 code and correct pricing prior to billing
• Analyze reasons for refusals and contact customers to propose mitigation actions to reduce / eliminate in the future

What You Bring:

• 2 years’ experience in Customer Care, Order Management, Distribution, Inventory Management, Transportation, Demand and Supply Planning etc. is preferred.
• Excellent written and verbal communication skills
• Excellent analytical aptitude with a proven ability to analyze/interpret data
• Well-organized, methodical thinker with excellent decision-making skills
• Strong and creative problem-solving skills
• Proficiency in Microsoft Office applications (e.g. Word, Excel, Outlook)
• Proficiency in SAP and Salesforce or similar CRM
• Ability to work in a fast-paced environment and handle multiple priorities
• Ability to work independently with minimal supervision

• Up to $29.50 per hour + overtime
• Medical insurance
• Vision insurance
• 401(k)
• Disability insurance

About FuseGlobal:

FuseGlobal is a partnership of people and brand-leading companies, working together to make things run better. For 25 years we have brought functionality to complex business and production processes and supply chains, resulting in enterprises that run smarter and more sustainably. Interested in digital manufacturing, industrial engineering, supply chain management, all-things tech, and energy & the environment? This is where we live. Engage with us!
#LI-Onsite
#LI-FG

This position is available for U.S.-based applicants only. Do you currently reside in the United States?

This position will work onsite in Seattle, WA. Relocation assistance is not provided.