ICAN Research Specialist (10 AM - 7PM)at CDW Careers

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.