Research Specialist - EPITEC

Role and Responsibilities:

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. 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. 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.

Skills:

• 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.

Education/Experience:

• High school diploma or equivalent.
• Bachelor’s Degree preferred.
• 2 years customer service experience.