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.
* 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.
* 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.
* Bachelor's Degree
CDW is a company providing integrated information technology (IT) solutions to business, government, education, and healthcare customers.