Appeal Resolution Specialist logs, tracks, and processes appeals and grievances. Sets up and maintains case files for each grievance and collects the information required by organizational policies and applicable regulations. Being an Appeal Resolution Specialist conducts research and coordination needed to evaluate, process, respond to, and refer or close appeals. May require an associate degree or equivalent. Additionally, Appeal Resolution Specialist typically reports to a supervisor. The Appeal Resolution Specialist works under moderate supervision. Gaining or has attained full proficiency in a specific area of discipline. To be an Appeal Resolution Specialist typically requires 1-3 years of related experience. (Copyright 2024 Salary.com)
ENERPAC TOOL GROUP – Who we are?
Enerpac Tool Group Corp. is a premier industrial tools, services, technology, and solutions provider serving a broad and diverse set of customers in more than 100 countries. The Company makes complex, often hazardous jobs possible safely and efficiently. Enerpac Tool Group’s businesses are global leaders in high pressure hydraulic tools, controlled force products, and solutions for precise positioning of heavy loads that help customers safely and reliably tackle some of the most challenging jobs around the world. The Company was founded in 1910 and is headquartered in Menomonee Falls, Wisconsin. Enerpac Tool Group common stock trades on the NYSE under the symbol EPAC.
For further information on Enerpac Tool Group and its businesses, visit the Company's website at https://www.enerpactoolgroup.com/.
Summary – basic function of the role
Responsible for investigating and resolving all customer complaints related to order processing, item pricing, invoices, additional charges, and shipments. Provides exceptional customer support to internal and external customers through a focus on quality and timeliness of resolution. Works as needed with other departments to resolve customer issues quickly and accurately for maximum customer satisfaction. The Issue Resolution Specialist role is fast paced, requires collaboration with many stakeholders (customers, customer support team, shipping department, return goods department, commercial team members) and requires a holistic understanding of the company’s operations. Primary responsibilities include management of Return Goods Requests, Shipping Claims, and Customer Disputes. Also acts as a back up to Customer Support Specialists when required.
Shift: Monday – Friday, hybrid 3 days in office schedule in Columbus, WI
Job Duties and Responsibilities
Skills and Competencies
Education and Experience
Physical Demands
Employee will have to be able to walk/climb to a variety of primary work locations. Employee will need to listen, understand, and speak with team members in person, telephonically, and electronically at all levels within a diverse workforce and with supported organizations. Employee is able to work in front of a personal computer in a stationary position and using a telephone for long periods of time. Employee will constantly perform repeating motions that may include the wrists, hands and/or fingers. Employee will also need to access the accuracy, neatness and thoroughness of the work assigned.
Work Environment
Primary work environment is temperature-controlled office setting, but may also include typical warehouse environment on occasion, where following appropriate safety protocols at the location would be required. Employee will be exposed to low levels of noise in an office.
The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.
Direct Reports
N/A
Key External Contacts/Clients
Customers
Customer Support Specialists/Inside Sales
Shipping and Return Goods Teams
Territory Managers
Customer Relations
Diversity Statement
We are committed to recruiting, hiring, training, and promoting qualified people of all backgrounds, and make all employment decisions without regard to any protected status. We will ensure your application is fairly considered and if hired, you will have an equitable opportunity to give your best at work, not because we’re required to, but because it’s the right thing to do. Enerpac Tool Group will provide reasonable accommodations within the application process upon your request as required to comply with applicable laws. If you have a disability and require assistance in this application process, reach out to our Talent Acquisition Team for additional information.
If you’re looking for a unique, exciting career with variety and potential for growth, Enerpac Tool Group offers challenges & extraordinary rewards for people on a global scale
The above statements reflect the general details necessary to describe the principle functions of the job described and shall not be construed as a detailed description of all the work requirements that may be inherent in the job.
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