ICAN Research Specialist Cdw
Vernon Hills, IL

Job Description

The ICAN Research Specialist provides pre-invoice assistance to our internal customers regarding challenges that arise with sales orders. This role utilizes our incident management system to continuously provide top-level service, which is essential in creating customer loyalty and repeat business.

Key Areas of Responsibility

Timely resolution of incidents flowing through ICAN's incident management system requiring:

* Research and/or tracking of an order
* Contacting vendors for pricing, order status, tracking etc
* Expediting a pick on an order or any other distribution request
* Expediting of drop ship orders as needed, freight quotes for drop-shipments, parcel and heavy weight shipments
* Estimated delivery dates or lead times on products
* Updates and status of repair orders.

Responsibilities

* Understanding and support of established CDW business processes that align with Pre-Invoice Support Requests
* Navigation and understanding of external business partner resource tools and reporting
* Attainment of specified goal targets and objectives for direct job scope and overall department performance
* Building solid relationships with other internal departments and vendors.
* Evaluation of current processes for improvement and work on recommendations with management.
* Working as a team to manage daily workflow.
* Handling escalated customer issues when necessary.
* Answering emails and incoming calls from internal customers as needed.



Qualifications

Minimum Qualifications

* High school diploma or equivalent.
* 2 years' experience in the following
* customer service
* utilization of Microsoft Office applications

Other Required Qualifications

* Proficient in Microsoft Office applications.
* Excellent verbal and written communication skills with the ability to effectively interact with all stakeholders.
* Excellent organizational and creative problem solving skills.
* Demonstrated resourcefulness with critical attention to detail.
* History of balancing competing priorities with the ability to adapt to the changing needs of the business while meeting deadlines.
* Demonstrated ability to quickly learn new systems and processes and put them into practical use.
* Excellent typing and data entry skills.

Preferred Qualifications

* Bachelor's Degree