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
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.
ICAN Research Specialist
* Vernon Hills, IL *