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Customer Resolution Specialist
About IMCD US, LLC
IMCD is creating a world of opportunity as a global leader in the formulation, sales and distribution of specialty chemicals and ingredients.Our story can be traced back to a small group of companies that came together in 1995 with a vision for the industry.
Today, guided by the entrepreneurial spirit of our founders, we operate in more than 60 countries across six continents and proudly employ over 5,200 professionals. Our aim is to help our suppliers simplify and grow their business operations through our extensive local networks, market intelligence and technical expertise. Our customers benefit from direct access to a large portfolio of high-quality products, avoiding the complexity of dealing with multiple points of contact.
As a responsible distributor of specialty chemicals, our strategy for growth is underpinned by balancing the needs of our people, the environment, and the communities within which we operate. We are rightfully proud of our team's diversity, which draws from a range of backgrounds and nationalities, and enables us to benefit from fresh perspectives and ways of problem-solving. (www.imcdgroup.com)
Position Summary
The Customer Resolution Specialist plays a critical role within IMCD US customer service team by owning the processing and management of transactions that are related to the resolution of service issues or failures. The Customer Resolution Specialist must collaborate effectively with internal and external stakeholders to execute successfully on credit memos/pricing adjustments, returns, and dispute resolution. By executing on issue-resolution with precision and efficiency, the Customer Resolution Specialist is able to maintain customer confidence and loyalty, even in the face of challenges.
Essential Job Functions
Review and validate customer service requests for customer credits and returns to ensure completeness of information, proper cause for the request, adequate documentation, and that appropriate approvals have been provided.
Upon validation, responsible for accurate and timely entry and management of required credits or supplemental billing (debits) for customer accounts, including issues related to accuracy of the amount due on customer invoice (short pay resolution, errors in billed quantity, item, or price, disputes on freight charges, rebills for tax issues, etc.).
Manage the life cycle of customer return requests, including providing instruction and documentation to customers, following up on shipment status, and co-ordination with warehousing, supply chain, and shipping teams.
Collaborate cross-functionally (with Warehousing, Customer Service, Supply Chain, etc.) to effectively troubleshoot and resolve shipment discrepancies to ensure accuracy of resolution transactions.
Serve as a subject matter expert to Customer Service Representatives regarding credit and return-related workflows, including guidance on approvals and documentation needed.
As a member of the Revenue Support functional team within customer service, provide backup support to other team functions, such as order invoicing and online customer billing.
Qualifications
Education
High School Diploma or equivalent
Experience
Minimum 5 years' experience in a billing or customer service-related field, including a minimum of 2 years' experience managing disputes.
Knowledge, Skills & Abilities
Excellent communication skills, including the ability to communicate clearly and professionally with internal and external stakeholders to obtain missing information, validate requests, or clarify discrepancies.
Ability to assess information from multiple sources (customer invoices, shipment records, pricing records, etc.) to determine the appropriate credit or debit action.
Strong judgement for applying company policies to resolve billing disputes while balancing customer satisfaction and financial accuracy.
Strong math and analytical skills to verify billed amounts, resolve discrepancies, and validate supporting documentation.
Thorough understanding of the order to cash process.
Demonstrated ability to think independently and critically.
Organized and able to manage multiple requests simultaneously.
Proficiency in Microsoft Office applications.
Preferred Qualifications
Bachelor's degree in a business-related field.
Prior experience with Salesforce CRM or JD Edwards ERP system.
Work Environment & Physical Requirements
Ability to remain in a stationary position (sitting or standing) for extended periods while performing computer-based work.
Ability to operate a computer, keyboard, mouse, and other office equipment.
Ability to move throughout the office to access files, office equipment, or attend meetings.
Ability to lift and carry items up to 10-20 pounds occasionally (e.g., files, office supplies).
Visual acuity to view a computer screen and read documents for prolonged periods.
Ability to communicate clearly in person, over the phone, and via written correspondence.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
A successful candidate's actual compensation will be determined after considering factors such as work history, experience, skill set, and education. This does not include the value of IMCD's benefits package, which offers bonus eligibility, healthcare, dental, vision, retirement plans, and additional programs designed to support employee well-being.