Customer Specialist

• Manage customer interactions including order placement, inquiries, and issue resolution via multiple channels
• Monitor and ensure timely execution of the Order-to-Cash process, from order capture to delivery and payment
• Investigate and resolve order blocks, fulfillment issues, and billing concerns in accordance with SLA timelines
• Proactively communicate with customers regarding order status, risks, and mitigation plans
• Serve as the primary contact for returns, refusals, and claims management
• Collaborate with Demand Management, Logistics, Billing, and Sales teams to ensure accurate and efficient service delivery
• Maintain and update records in CRM/ticketing systems
• Support continuous improvement initiatives by identifying root causes and contributing to process enhancements

Customer Solutions Specialist

• Manage customer interactions including order placement, inquiries, and issue resolution via multiple channels
• Monitor and ensure timely execution of the Order-to-Cash process, from order capture to delivery and payment
• Investigate and resolve order blocks, fulfillment issues, and billing concerns in accordance with SLA timelines
• Proactively communicate with customers regarding order status, risks, and mitigation plans
• Serve as the primary contact for returns, refusals, and claims management
• Collaborate with Demand Management, Logistics, Billing, and Sales teams
• Maintain and update records in CRM/ticketing systems
• Support continuous improvement initiatives by identifying root causes and contributing to process enhancements