About this role
Escalation Specialist (NA Shift)
Overview
The Escalation Specialist manages and resolves customer, partner, and internal business escalations related to Supplies Management operations. This role connects customers, service delivery teams, operations, logistics partners, and account stakeholders to support service levels, customer satisfaction, and operational objectives. You will investigate issues, perform root cause analysis, coordinate corrective actions, and identify opportunities to improve service delivery and prevent recurring issues.
Why Join This Team:
- Collaborate with global teams and stakeholders across multiple functions and geographies.
- Contribute to continuous improvement initiatives that strengthen service delivery and customer satisfaction.
- Gain exposure to supplies management, logistics, service delivery, and operational processes.
- Develop experience across escalation management, process improvement, and operational analysis.
- Explore career progression opportunities based on your skills and desired career path.
What You Will Do:
- Manage customer, partner, and internal escalations through end to end investigation, resolution, and proactive stakeholder communication.
- Conduct Root Cause Analysis and coordinate corrective and preventive actions while monitoring incidents and priority requests against service level requirements.
- Monitor account activity, consumables usage, inventory levels, operational performance, and recurring trends to identify opportunities for improvement.
- Review processes, support quality and compliance activities, maintain operational documentation, and help implement process enhancements.
- Collaborate with service desk, account, logistics, supply chain, operations, and other cross functional teams to resolve issues and improve service delivery.
What You Need to Succeed:
- Bachelor's degree in Business Administration, Supply Chain Management, Engineering, Information Technology, or a related field, or equivalent business experience.
- Minimum of 2 years of experience in account management, escalation management, incident management, customer support, quality analysis, or operations.
- Experience conducting Root Cause Analysis and implementing corrective actions.
- Strong analytical, critical thinking, prioritization, communication, customer service, and stakeholder management skills.
- Advanced knowledge of Microsoft Excel, Word, and PowerPoint.
How We Set You Up for Success:
- Work closely with Operations Managers, Operations Leads, Process Analysts, Service Desk teams, and other cross functional partners.
- Participate in operational reviews, team discussions, and continuous improvement initiatives.
- Build experience supporting customers, partners, suppliers, and internal stakeholders globally.
- Develop knowledge across customer specific processes, consumables management, quality, governance, and operational support.
- Build skills that can support future career opportunities based on your desired path and skill set.