Customer Resolution Representative Americas
Share
Job Location:
Thief River Falls, MN - USA
Monthly Salary:
Not Disclosed
Posted on:
7 hours ago
Vacancies:
1 Vacancy
Job Summary
DigiKey is one of the fastest growing distributors of electronic components in the addition to offering the broadest selection of in-stock electronic components and providing the best service possible to customers employees have access to a highly competitive benefits package. To learn more visit our benefits and perks page.
Position Overview:
The Customer Resolution Representative - Americas is part of a team committed to researching and resolving customer concerns through cross-functional collaboration emphasizing adherence to policies and delivering exceptional service standards. Youll serve as the frontline interface orchestrating the resolution process with empathy and professionalism while meticulously documenting relevant information. By fostering collaboration among departments you ensure swift and effective handling of customer issues proactively communicating updates to encourage customer satisfaction at every stage of resolution.In this role you will be responsible for conducting thorough investigations to pinpoint underlying causes of challenges and inefficiencies by identifying and resolving issues affecting both our customers and company operations. Your expertise will drive strategic insights and actionable recommendations ensuring continuous improvement and enhanced customer satisfaction.
This role is based in Thief River Falls Minnesota. It will require a minimum of two days per week in the office and availability for projects in the office as needed.
Responsibilities:
Hours: Monday - Friday 7:30am to 4:00pm or 8:30am to 5:00pm (candidate preference)
Act as the first point of contact for customer complaints delivering a quality customer service experience during the complaint resolution process.
Document complaints into a record-keeping system and maintain logs of all pertinent information and actions taken in response to complaints. Send complaints to various teams as necessary ensuring they are handling them promptly.
Follow up with the customer ensuring they are kept up to date with the progress of their complaint until it has been successfully resolved. Gather data investigate analyze and evaluate information to identify the root cause of issues.
Maintain comprehensive knowledge of products relevant regulations systems business processes and policies.
Champion digital adoption initiatives to streamline processes and enhance operational efficiencies.
Research and resolve customer concerns received across all platforms (e.g. phone mail email social media) ensuring adherence to policies and delivering exceptional service standards.
Collaborate cross-functionally to streamline processes and enhance digital adoption aiming to reduce friction in customer interactions and increase ease of doing business.
Utilize strong problem-solving skills to address complex customer issues promptly and effectively leveraging technological tools and resources as needed.
Implement initiatives to influence customer behavior change and enhance internal capabilities continuously improving service delivery and customer satisfaction metrics.
Nothing in this job description restricts managements right to assign or reassign duties and responsibilities to this job at any time.
Knowledge Skills and Experience:
High school diploma or equivalent
Ability to hold self-accountable to delivering business results
Ability to work independently and manage multiple projects
Demonstrated skills as an empathetic and compassionate communicator with the ability to quickly gain customer trust and confidence
Demonstrated ability to work under pressure or in stressful situations based on customer interaction and deadlines
Strong interpersonal & written communication skills
Excellent Problem-Solving Skills
Experience in Office 365 Suite
Ability to train into DigiKey internal software: WinDECsPROD
Familiarity with tools: eGain Cisco Finesse and Webex Foxit/Adobe Acrobat SharePoint Adobe Acrobat Compliance Quest Content Navigator FileNet
Preferred Qualifications
Strong knowledge of DigiKey brand and its principles
Physical Requirements:
Generally spend the workday sitting at a workstation and operating computer devices such as but not limited to keyboard mouse and screen
Generally spend the workday performing repetitive motions that involve or affect the hands head and other parts of your body
Compensation:
The starting base pay rate for this position is:
$20.00Must be authorized to work in the U.S. without the need for employment-based immigration sponsorship now or in the future. The employer does not offer immigration sponsorship for this opportunity.
DigiKey Electronics is an Equal Opportunity Employer. We encourage all qualified candidates including protected veterans and individuals with disabilities and to apply and be considered for open positions.
If you are an applicant with a disability and need a reasonable accommodation for any part of the employment process please contact Human Resources at 1- or .
Required Experience:
Unclear Seniority
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
About Company
DigiKey offers millions of products from thousands of manufacturers, many in-stock quantities available to ship same day. Apple Pay, Google Pay™ & Paypal accepted, order online today!
