Customer Solutions Associate

Customer Solutions Associate

The Customer Solutions Associate delivers high-quality customer service by managing the end-to-end order lifecycle, from demand capture and order filtering through fulfillment and billing resolution. This role focuses on driving customer satisfaction, ensuring on-time and in-full deliveries, resolving order and billing issues within defined service level agreements, and providing clear visibility of order status to both customers and internal teams.

Responsibilities:

• Drive customer satisfaction by consistently delivering high-quality service and professional support.
• Strive to achieve on-time and in-full (OTIF) deliveries to meet and exceed customer expectations.
• Identify and resolve demand capture failures within defined Service Level Agreements (SLAs).
• Regularly monitor open orders according to the Daily Activity Schedule and ensure tasks are completed in line with established cadence.
• Work directly with customers and business partners to clear blocked orders within SLA timelines.
• Optimize customer orders for logistical efficiency, including maximizing payload and improving shipment utilization.
• Contact customers when required due to out-of-stock or stock allocation issues, and communicate alternatives or next steps.
• Collaborate with the Order Fulfillment team to resolve issues that prevent orders from being processed or delivered as planned.
• Contact customers to propose resolutions when issues are identified after the delivery note, including transportation or warehousing concerns such as appointment scheduling, delivery delays, or picking issues.
• Collaborate with Billing to resolve billing issues that require customer contact and ensure accurate and timely invoicing.
• Work closely with key stakeholders and business partners such as Sales, Transportation, COS, and other internal teams to align processes with business and customer needs.
• Provide comprehensive, 360 visibility on the status of orders to customers and internal teams, ensuring clear and proactive communication.
• Apply appropriate root cause reason codes in line with global Reason Code Methodology to support accurate reporting and continuous improvement.
• Identify, analyze, and initiate the escalation process based on defined escalation criteria when issues cannot be resolved at the first level.
• Participate in operational review meetings focused on continuous excellence and process improvement initiatives.
• Manage multiple priorities in a fast-paced environment while maintaining accuracy and attention to detail.
• Work independently with minimal supervision, taking ownership of tasks and outcomes.

Essential Skills:

• High school diploma is required.
• Undergraduate degree is strongly preferred.
• Preferred 12 years of supply chain experience in areas such as order management, distribution, inventory management, transportation, or planning.
• Excellent written and verbal communication skills for clear interaction with customers and internal stakeholders.
• Strong analytical aptitude with proven ability to analyze and interpret data to support decision-making.
• Strong problem-solving skills with the ability to identify issues, determine root causes, and implement effective solutions.
• Proficiency in Microsoft Office applications, including Word, Excel, and Outlook.
• Intermediate Excel skills, including experience working with large data sets and using v-lookups and pivot tables.
• Ability to work effectively in a fast-paced environment and manage multiple priorities simultaneously.
• Ability to work independently with minimal supervision while maintaining high standards of performance.
• Experience with customer service and data entry tasks.
• Comfort working with order-related and billing-related systems and processes.

Additional Skills & Qualifications:

• Proficiency in SAP is preferred for managing and tracking orders and related data.
• Experience with Power BI is preferred for reporting and data visualization.
• Prior experience collaborating across cross-functional teams such as Sales, Transportation, and operations is beneficial.
• Familiarity with supply chain processes, including order fulfillment and logistics optimization, is an advantage.
• Experience applying structured methodologies for root cause analysis and continuous improvement is a plus.

Work Environment:

This role follows a Monday to Friday schedule, 40 hours per week. Typical start times range between 7:00 AM and 9:00 AM, with shifts running approximately eight hours (for example, 7:00 AM to 3:30 PM, 7:30 AM to 4:00 PM, or 8:00 AM to 4:30 PM). There is an expectation of flexibility and willingness to work various shifts aligned to customer time zones or extended operations. The position is based in an office environment in Solon, OH, with on-site presence required on Tuesday, Wednesday, and Thursday, and the option to work from home on Monday and Friday, subject to business needs. Work is primarily computer-based, using Microsoft Office, SAP, and Power BI, in a professional, fast-paced setting focused on collaboration, continuous improvement, and responsive customer service.

Job Type & Location:

This is a Contract position based out of Solon, OH.

Pay and Benefits:

The pay range for this position is $23.00 - $23.00/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type:

This is a hybrid position in Solon, OH.

Application Deadline:

This position is anticipated to close on Oct 6, 2026.