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

Job ID: 
Focus Area: 
Vernon Hills, Illinois
Remote Type: 
Hybrid Remote

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.
Date Posted: Dec 01, 2023
Job Category: Warehouse-Distribution
People Leader v. Individual Contributor: Individual Contributor
Travel Percentage: 0
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