Customer Care Associate (Resolutions)

Full-time Other-General

The mission of Customer Care department is to provide exceptional service and support to our customers by delivering a responsive, seamless experience from start to finish.

Reporting directly to the Resolutions Team Lead, the Resolutions Associate will bring resolution to a team by facilitating effective communication, resolving conflicts, aligning goals, managing resources, and supporting overall team development.

DUTIES & RESPONSIBILITIES

• Acknowledge incoming customer claims
• Enter/Document claims in SAP
• Submit claims to the Resolutions Team Lead for review
• Communicate claim status to customers
• Arrange for damaged items to be returned to our warehouse
• Issue credit or facilitate replacement orders
• Communicate with the Customer Care department to ensure replacement orders are shipped out promptly
• Approve invoices for orders placed for payment
• De‑escalate problems
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