Escalation & Resolution Specialist

Groupe SEB USA; Irvine (CA); Hybrid; USD 70,000 - 75,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) retirement plan with company  +

Company-paid life insurance

11+ paid holidays

Employee discount programs

Inclusive work culture

Job summary

Groupe SEB USA in Irvine, CA seeks a Resolution Specialist to research, analyze, and resolve escalated customer concerns and order discrepancies, ensuring timely, accurate resolutions while coordinating with internal teams.

You will oversee non-installation-related projects, monitor risks, and document investigations in SAP. Requires 3–5 years in customer-facing roles, strong English, and ERP/CRM proficiency. Salary range: $70,000-$75,000.

Qualifications

• High school diploma or equivalent required; additional post-secondary education preferred.
• 3-5 years experience supporting key customer accounts or managing customer-impacting projects.
• Professional English - Reading, Writing, Speaking, and Listening.
• Owns resolutions with accountability and communicates findings clearly.
• Analyzes complex situations to identify root causes and implement solutions.
• Proficient with ERP and CRM platforms and able to multitask in a fast-paced environment.

Responsibilities

• 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.

Skills

Escalation management

Customer service

Communication skills

Project coordination

Analytical thinking

ERP/CRM familiarity

Education

High school diploma or equivalent

Post-secondary education preferred

Tools

ERP platforms

CRM platforms

Job description

Groupe SEB USA in Irvine, CA seeks a Resolution Specialist to research, analyze, and resolve escalated customer concerns and order discrepancies, ensuring timely, accurate resolutions while coordinating with internal teams.

You will oversee non-installation-related projects, monitor risks, and document investigations in SAP. Requires 3–5 years in customer-facing roles, strong English, and ERP/CRM proficiency. Salary range: $70,000-$75,000.