Resolution Specialist
Arhaus

Job Info

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To assist with improving our customer’s delivery experience, the resolution specialist will be responsible for taking calls from drivers, to assist with resolving point of delivery issue(s) found during delivery. The resolution specialist must possess multi-tasking abilities with great attention to detail. Through a cross-functional role, the resolution specialist must be customer-facing, possess the proper skill set to perform inventory, delivery and accounting functions daily, to aid in the being of assistance to the customer and resolve their existing delivery exception.

Essential Duties and Responsibilities

• Driver Calls
• Get relevant information from driver
• Speak with customer to confirm necessary action needed
• Inventory & Accounting related functions
• Remove the order from the delivery manifest
• Invoice delivered items
  • Enter exchange if necessary
  • Issue an RA for items needing to be returned
  • Setup replacement items for shipping
  • Remove delivery fee, if needed
• Schedule order for next available truck
  • Provide customer with delivery expectations
• Answer any questions the customer might have at that time
• Accurately documenting exceptions handled each day
• Update audit comment log of effected orders
• Provide monthly exceptions report by market
• Other duties may be determined by management to perform the necessary functions of the position on an as-needed basis

Other Responsibilities

• Adapts to change quickly and easily and performs effectively during times of change; demonstrates the ability to multi-task and manages completing priorities effectively
• Builds respectful and effective working relationships; collaborates with others to achieve common goals
• Strives to meet or exceed the expectations of internal and external customer standards
• Demonstrates initiative by acting as a self-starter; takes on increased responsibility to enhance one’s contribution
• Displays a high degree of integrity, honesty and takes responsibility for one’s own actions; shows consistency between words and actions

Education and Experience

• High school diploma; College degree preferred
• Some customer service and call center experience preferred
• Valid Driver’s license preferred
• Working knowledge of computer programs (required), WMS, Salesforce preferred
• Understanding of general work practices in warehousing and distribution, including order processing, picking, and shipping processes and procedures.
• Dedicated to business and allow flexibility with work hours if necessary
• Performing tasks using a computer and telephone daily
• Maintain confidentiality of customer’s information.
• Always willing to adapt to change and keep an open mind to training

This job has expired.