Customer Solutions Associate

Fuseglobal; Seattle (WA); On-site; USD 33,000 - 47,000; Full time

Benefits offered by this job

Ongoing overtime

Medical insurance

Vision insurance

401(k)

Disability insurance

Job summary

FuseGlobal is seeking a Customer Solutions Associate in Seattle, WA to be the primary customer contact and advocate, optimizing orders end-to-end while driving efficiency and reducing waste. You will manage calls, submit orders, support credit requests, and coordinate with carriers to keep orders moving.

You will monitor and resolve SLA issues, maintain CRM data, and collaborate with cross-functional teams to improve delivery accuracy and customer satisfaction.

Qualifications

• 2 years’ experience in Customer Care, Order Management, Distribution, Inventory Management, Transportation, Demand and Supply Planning 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

Responsibilities

• Manage incoming calls through our Genesys phone system
• Receive and submit orders on behalf of customers
• Facilitate customer credit requests
• Maintain account settings in CRM and other applications
• Track orders through transportation tools and collaborate with carriers for escalations
• Suggestively sell and inform customers about products or programs
• Identify and resolve SLA-related demand capture failures
• Monitor open orders per Daily Activity Schedule and adhere to tasks
• Collaborate with customers or partners to resolve blocked orders within SLA
• Optimize orders for logistical efficiency (payload, grouping/splitting)
• Contact customers for Out of Stock or Stock Allocation issues
• Coordinate with Order Fulfillment to resolve delivery note issues
• Contact customer with post-delivery resolution for transportation/warehousing issues
• Be principal contact for capturing/creating/ registering all returns
• Assess compliance of Return Requests per Market policy
• Obtain authorization for returns exceeding policy thresholds
• Validate returned product condition and documentation for credit/debit
• Coordinate destruction or donation when returns not warranted
• Ensure OS&D refusals have proper codes and pricing prior to billing
• Analyze reasons for refusals and propose mitigation actions

Skills

Customer care

Order management

Data analysis

Communication

Problem solving

Independent worker

Tools

SAP

Salesforce

CRM

Microsoft Office

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!

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

This position is available for U.S.-based applicants only.

Will you now, or in the future, require visa sponsorship to maintain employment in the United States?