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Customer Resolution Specialist in Lewiston, Maine at Geiger Bros

NewJob Function: Customer Service
Geiger Bros
Lewiston, Maine, 04240, United States
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Job Description

Join the largest privately held promotional products company in the US.

  • Enjoy a competitive compensation package.
  • Full benefits package that includes Education Reimbursement and 401k (with match).
  • Click side bar links for more information about who we are and what we do.
  • Optional - Work remotely from home for added flexibility.

Job Summary

Process and resolve claims concerning customer dissatisfaction with products.

Essential Functions

Duties include but are not limited to:

  • Receive claims calls from customers.
  • Establish and maintain claims files.
  • Investigate claims requests and establish determination of responsibility for the problem.
  • Advise appropriate departments, sales partners, etc., of claims filed.
  • Enter and update related data into the computer system.
  • Undertake further research.
  • Prepare written correspondence.
  • Follow up with parties involved.
  • Discuss claims problems with outside suppliers or internal Geiger associates.
  • Collaborate with sales partners, customers, and others involved to determine responsibility.
  • Negotiate sharing of charge reduction where appropriate.
  • Negotiate discounts or reruns with vendors.
  • Follow through until the rerun ships or the credit is received.
  • Offer solutions and options to satisfy customers and maintain continued business relationships.
  • Request and/or prepare debit and credit memos.
  • Prepare revised or supplemental billings resulting from claims processing.
  • Prepare new orders for replacement goods.
  • Follow up for shipping information and processing of cost involved.
  • Recalculate sales and commission.
  • Perform routine clerical duties such as mailing returned items to suppliers for review.
  • Perform other related duties as assigned.

Education and Experience

  • Knowledge of product information and overall business knowledge including customer service, order processing, order expediting, sales service, accounts payable, accounts receivable, and profitability a must.
  • Two years of experience in customer relations and/or claims activities.
  • Competencies/Skills
  • Very strong in Communications, Negotiation and Math

Physical, Mental and Environmental Requirements

Physical Requirements:

  • Prolonged periods of sitting at a desk or computer
  • Typing and using a computer keyboard for extended periods.
  • Answering phone calls and communicating with customers via email.

Mental Requirements:

  • Ability to concentrate for extended periods of time paying close attention to detail.
  • Ability to handle multiple tasks simultaneously and manage time effectively.

Environmental Requirements:

  • Working indoors in a typical office environment
  • Use of standard office equipment such as computers, phones, and printers.
  • Interaction with team members and possibly occasional interactions with customers in person, via phone, or email.

Certification Requirement

  • Industry certification at the CAS (Certified Advertising Specialist) level.

Supervisor Responsibilities:

  • None

Job Location

Lewiston, Maine, 04240, United States

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