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

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
• CompanyPaid 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 worklife balance

Compensation:

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

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

• 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 Affiantive Action Plan. This plan is available for inspection upon request by contacting [e-mail]

Additional Information

• Duration (if applicable): Non Applicable
• Job Type: Permanent contract
• City: Irvine

Join Groupe SEB and contribute to better living around the world!

As a global reference in small domestic and professional equipment, we make a real impact through our 45 iconic brands - Tefal, Seb, Rowenta, Moulinex, Krups, and many more - present in over 150 countries. Every second, 13 products are sold, manufactured in our 50 industrial and logistic sites.

Our success relies on the diversity of talents, the richness of individual journeys, and an inclusive and respectful work environment. We are firmly committed to fighting all forms of discrimination. If you have a disability, we are here to listen and adapt your recruitment journey.

SEB Professional is a subsidiary of Groupe SEB. At SEB Professional North America, we are a leader in the professional coffee machine industry, offering three equipment lines: Schaerer, WMF, and Curtis. Our innovative coffee machines are trusted worldwide and can be found in a variety of settings, including hotels, restaurants, coffee shops, and convenience stores. Join us in delivering exceptional coffee experiences worldwide.

• Schedule: Full-time
• Working place (LinkedIn): #LI-Hybrid
• Minimum annual compensation (individual bonuses included): 70000
• Maximum annual compensation (individual bonuses included): 75000