Customer Support - Resolution Specialist

Customer Support - Resolution Specialist

Join ProMach and shine. Whether you're creative, strategic, persuasive, or mechanically inclined, there's a place for you here. Be a problem-solver, a closer, a futurist - whatever drives you.

At ProMach, you'll be challenged and rewarded as you help improve packaging performance and shape the future of automation. And we'll be proud to have you on the journey.

ID Technology is seeking a Customer Support - Resolution Specialist to support the resolution of escalated cases related to customer complaints, label concerns, replacement needs, credits, returns, and related follow-up activity. The role works closely with customer service, operations, quality, suppliers, and other internal stakeholders to help move escalated matters to closure.

Responsibilities include:

• Manage customer issue resolution by coordinating, tracking, and following up on escalated customer complaint cases through completion.
• Communicate customer issue and service status updates to internal stakeholders and, when needed, directly to customers to support timely resolution.
• Submit and manage claims and issue resolutions related to customer orders, including follow-up with appropriate internal and external contacts.
• Support account access and create shipments as needed to assist with order resolution and service requirements.
• Create, log, and maintain packing slips and tracking information to ensure accurate shipment records and visibility.
• Receive product into inventory and ensure related records are updated accurately.
• Issue product out of inventory and maintain appropriate documentation for inventory movement.
• Create commercial invoices and maintain the documentation needed to support compliant shipments and customer order processing.
• Coordinate the disposition of defective and malfunctioning label products in partnership with the designated quality group.
• Perform other related duties as assigned to support the ongoing needs of the business.

If this sounds like you...

• High school diploma or GED required; additional education in business, customer service, manufacturing, quality, or related field preferred.
• Minimum of two years of experience in customer service, complaint resolution, returns, production support, manufacturing, distribution, quality support, or a related environment.
• Experience handling escalated issues, customer complaints, credits, returns, replacements, documentation, or cross-functional follow-up preferred.
• Experience with QT9, ERP systems, CRM tools, Microsoft Office, or similar business systems preferred.
• Strong organization, documentation, follow-up, problem-solving, and communication skills.
• Ability to work effectively with internal teams, customers, suppliers, and employees at all levels of the organization.
• Ability to manage multiple open items, prioritize appropriately, and escalate concerns when resolution is delayed or additional support is needed.

What's in it for you?

There's no monopoly on innovative ideas or limits to how far you can advance with our team. We offer an open, communicative environment that fosters individual initiative. We pride ourselves in being a company where people are happy and choose to build a career.

In addition to growth opportunities, as a ProMach employee, you receive more than just a paycheck. Total compensation includes your salary, comprehensive medical/dental programs, as well as life insurance, a generous paid time off program, and a retirement savings plan with a company match. And because we understand the importance of feeling protected, there is no waiting period for benefits you are eligible on your first day of employment!

Pro Mach, Inc. was named to the Inc. 5,000 list of the fastest growing private companies in the U.S. seven times. We continue to introduce innovative products, enter new markets, expand our global presence, and actively acquire new capabilities.

We have the rewards, opportunities, and the market strength of a large organization combined with the entrepreneurial culture of a small, fast-paced company. You will enjoy the benefits of working with a growing company that competes globally, with the personal touch and feel of a smaller company where you can make an impact every day.

ProMach is an Equal Opportunity Employer. Pro Mach uses E-Verify to verify employment eligibility of all new hires to work in the United States. Pro Mach is a drug-free workplace.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.