Issue Resolution Specialist

Job Description

Job description

The Resolution Specialist position investigates and resolves customer complaints; records and reports on manufacturing, customer service, and pre-press errors that reach our customers. The RS agent is responsible for alerting production staff to new or unusual problems, to assist in preventing a further customer issues, and report trends, both current and historical. The RS agent's job purpose is to handle external quality claim issues by working with customers and internal manufacturing staff to come to satisfactory resolutions.

Duties & Responsibilities

Review all quality claims received from customer service, social media & NPS agents

Manage quality claim inbox daily

Organize quality inbox to keep track of claims, resolutions and any follow up activity

De-escalate irate situations if necessary, by taking escalated calls from customer service

Ability to resolve face to face issues when customers communicate quality concerns at our Will Call desk

Investigate claims thoroughly to ensure that the root cause is always identified

Work externally with customer to gather all evidence that support the claim (pictures, etc.)

Work with internal manufacturing staff to understand root causes and tolerances

Work with Pre-Press staff to get assistance with suspect files that may have caused quality issues

Decide resolution based on the facts of the claim to either deny or grant a reprint, refund or account credit

Communicate to customer via their requested means of contact the resolution and next steps

Enter necessary reprints when resolution calls for it

Track all activity daily to SharePoint tracker

Facilitate monthly meetings with production and quality control staff

Share all related information, trends, and feedback from claims process in monthly meetings

Knowledge/ Skill

HS Diploma or equivalent; professional certificate program

Excellent interpersonal communication skills, both verbal and written

Possess solid negotiating skills

Must have meticulous work ethic and thorough investigative skills

Must possess problem solving and critical thinking skills

Advanced Microsoft Excel skills required

About Digital Room

Digital Room is an eCommerce company that helps our US-based small and medium-sized business customers (SMBs) succeed by providing and manufacturing customized marketing and branding products. As a vertically integrated, multi-brand business, Digital Room has ten manufacturing facilities, and over 15 different brands. Our focus on providing excellent custom products on time at a fair price has built an extremely loyal customer base, and consistent industry-leading growth and profitability. Established 25 years ago in Los Angeles, Digital Room is a private equity backed company.

We have a strong company culture rooted in our core values: Dedication & Collaboration, Quality Driven, Data Driven Mindset, Customer Driven, Drive to Succeed, and Professionalism & Integrity.

We offer a broad array of customized marketing and branding products within the categories of Marketing Essentials, Signs & Banners, Stickers & Labels, Packaging, and Promotional Products. We combine great technology with our talented global employee base of over 2,000 people to deliver millions of orders each year.

Digital Room PH, established 15 years ago, has offices in Mandaluyong, Metro Manila and Clark, Pampanga which includes team members in every part of our business. Our seasoned marketing team is data driven, collaborative, and proactive. You will work side by side/virtually with marketing experts in the U.S. and the Philippines.

Job Type: Full-time

Salary: $16.00 per hour

Benefits:

401(k) matching

Dental insurance

Health insurance

Paid time off

Referral program

Vision insurance

Work from home