RESOLUTION SPECIALIST

Socket.dev; California (MO); Hybrid; USD 70,000 - 75,000; Full time

Benefits offered by this job

401(k) retirement plan with company-mq

Company-paid life insurance

Paid holidays

Inclusive culture

Job summary

Groupe SEB is seeking a Resolution Specialist to research, analyze, and resolve escalated customer concerns and order discrepancies across non-installation orders. The role acts as the main liaison between customers and internal departments to maintain timely communication and project progress.

You will oversee project execution, monitor orders for risks, and document investigations in SAP, applying root-cause analysis to drive proactive improvements in a fast-paced, hybrid work environment in

Qualifications

• 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.
• Ability to analyze complex situations and identify root causes.
• Experience addressing escalated issues and complex orders discrepancies.
• Experience with ERP and CRM platforms.
• Strong organizational and time management skills.

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

Customer communication

ERP/CRM familiarity

Time management

Multitasking

Problem solving

Education

High school diploma

Post-secondary education preferred

Tools

SAP

CRM software

Microsoft Office

Job description

Background & Purpose of the Job:

The Resolution Specialist is responsible for researching, analyzing, and resolving escalated customer concerns, order discrepancies, and addressing internal blocks on non-installation related orders. This role serves as a key point of contact between customers and internal departments to ensure timely and accurate resolution while maintaining high levels of customer satisfaction and overseeing the execution of customer projects.

Who You Are & What You’ll Do:

• 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.

What You’ll Need to Succeed:

• High school diploma or equivalent required; additional post-secondary education preferred.

• 3-5 years experience supporting key customer accounts or managing customer-impacting projects. Experience addressing escalated customer issues and complex orders discrepancies.

• Professional English – Reading, Writing, Speaking, and Listening

• Takes ownership and accountability for finding resolutions.
• Quickly analyzes complex situations, identifies root causes, and implements effective solutions.
• Demonstrates strong organizational and time management skills.

• Remains composed and professional in highly escalated or high visibility concerns.

• Ability to address multiple high-priority tasks and escalations while maintaining attention to detail.
• Communicate effectively with customers and internal departments as needed to oversee projects and resolving complaints.
• Ability to multitask, prioritize, and work in a fast-paced environment.
• Comfortable with ERP and CRM platforms.
• Proficient in using office equipment.
• Ability to sit or stand for extended periods which working at computer.
• Frequent use of a computer and prolonged screen viewing.

Overview:

• Type of Employment:Full time – Exempt
• Workplace Schedule Type:Hybrid
• Position Location:Irvine, Ca

Why SEB Professional North America?

At SEB Professional North America, we believe great careers are built where people feel supported, challenged, and inspired. Whether you’re working from one of our offices or enjoying a flexible work arrangement between the two, we’re committed to providing benefits, resources, and a culture that help you thrive both professionally and personally.

What We Offer:

• Comprehensive Medical, Dental, and Vision Coverage with a generous employer contribution
• 401(k) Retirement Plan with company match to help you plan for the future
• Company‑Paid Life Insurance for added peace of mind
• 12 Paid Holidays to recharge and spend time with what matters most
• Additional Voluntary Benefits and Employee Discount Programs

• A Positive, Inclusive Work Culture that genuinely values work‑life balance

Compensation:
Salary range of $70,000-75,000 commensurate with experience.

If you’re looking for an opportunity to make an impact, grow your career, and be part of a dynamic, collaborative team, SEB Professional North America is the place for you. Apply today and take the next step in your career journey.

#LI-Hybrid

#LI-BA1

Groupe SEB is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws. For more information, please see “Know Your Rights: Workplace Discrimination is Illegal” Poster

• If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact [e-mail]
• Groupe SEB invites any applicant and/or employee to review the Company’s written Aff… This plan is available for inspection upon request by contacting [e-mail]