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ICAN Research Specialistat CDW Careers

Job ID: 
Focus Area: 
Date Posted 
Nov 03, 2022
Vernon Hills, Illinois
Employment Type: 

The ICAN Research Specialist provides pre-invoice assistance to our internal customers regarding challenges that arise with sales orders. This role utilizes our case 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 requests flowing through ICAN’s case management system requiring:
    • Research and/or tracking of an order.
    • Contacting vendors for invoicing, order cancellations/amendments/status, etc.
    • Sourcing and applying of freight and special service quotes.
    • Expediting a pick on an order or any other distribution request.
    • Expediting of drop ship orders as needed.
    • Estimated delivery dates or lead times on products.
  • 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.

Education and/or Experience Qualifications

  • High School Diploma or equivalent.
  • 2 years experience in Customer Service.

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 details.
  • 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.

Preferred Qualifications

  • Bachelor's Degree.


COVID-19 Update:
CDW is committed to maintaining a workplace that is free of known hazards and to ensuring the safety, health, and well-being of coworkers and candidates for employment and their families, as well as the community.

CDW requires all coworkers be fully vaccinated against COVID-19, with the only exceptions being a documented, legally required medical or religious accommodation. Prior to starting CDW, successful candidates will be required to: (i) be fully vaccinated against COVID-19 and provide CDW with proof of full vaccination; or (ii) apply for and receive a medical or religious-based accommodation to be exempt from the mandatory vaccination policy.

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