Customer Solutions Associate
FuseGlobal
$30 / hour
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Description
Title: Customer Solutions Associate
Location: Seattle, WA
Company: Fortune 100 Food & Beverage Manufacturing (FuseGlobal has worked with this company for 20 years)
Initial term: 12 months (position expected to run longer)
Schedule: Tue-Th onsite (Mon/Fri WFH), 6:00am - 2:30pm
About This Role:
Seeking a Customer Solutions Associate to serve as the primary point of contact and advocate for the customer and be responsible for optimizing orders while driving efficiency and minimizing waste throughout the End-to-End Order to Cash process flow.
What You'll Do:
• Manage incoming calls through our Genesys phone system
• Receive and submit orders on behalf of customers
• Facilitate customer credit requests
• Maintain account settings, including updates within CRM and other applications
• Track orders through various transportation tools and at times collaborate with carrier customer support for escalations
• Suggestively sell and inform customers about new and existing products or programs
• Identify and resolve demand capture failures within defined Service Level Agreement (SLA)
• Regularly monitor open orders according to the Daily Activity Schedule and ensure adherence to the tasks and cadence
• Collaborate with customers or cross-functional business partners to resolve blocked orders within SLA
• Optimize orders for logistical efficiency (e.g. maximize payload, grouping / splitting orders)
• Contact customer when required due to Out of Stock or Stock Allocation issues
• Collaborate with Order Fulfillment team to resolve issues preventing delivery note creation (e.g. delivery block)
• Contact customer and propose resolution if issues identified post-delivery due to Transportation or Warehousing issues (such as appointment scheduling, delivery delay, picking issues etc.)
• Be principal customer contact for capturing, creating, and registering all return requests
• Assess compliance of Return Requests according to Market Return Policy Conditions
• Obtain authorization from Sales for return requests that exceed Market Return Policy Thresholds
• Validate returned product is in sellable condition and ensure all relevant documentation is provided for analysis of credit / debit value
• Coordinate destruction or donation of goods when physical return is not warranted
• Ensure refusals created by the OS&D team in Transportation contain appropriate order reason code and correct pricing prior to billing
• Analyze reasons for refusals and contact customers to propose mitigation actions to reduce / eliminate in the future
What You Bring:
• Undergraduate degree strongly preferred
• 2 years’ experience in Customer Care, Order Management, Distribution, Inventory Management, Transportation, Demand and Supply Planning etc. is preferred.
• Excellent written and verbal communication skills
• Excellent analytical aptitude with a proven ability to analyze/interpret data
• Well-organized, methodical thinker with excellent decision-making skills
• Strong and creative problem-solving skills
• Proficiency in Microsoft Office applications (e.g. Word, Excel, Outlook)
• Proficiency in SAP and Salesforce or similar CRM
• Ability to work in a fast-paced environment and handle multiple priorities
• Ability to work independently with minimal supervision
Compensation & Benefits:
- Up to $29.50 per hour + overtime
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k)
- Disability insurance
About FuseGlobal:
FuseGlobal is a partnership of people and brand-leading companies, working together to make things run better. For 25 years we have brought functionality to complex business and production processes and supply chains, resulting in enterprises that run smarter and more sustainably. Interested in digital manufacturing, industrial engineering, supply chain management, all-things tech, and energy & the environment? This is where we live. Engage with us!
#LI-Onsite
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Benefits
- health insurance
- dental insurance
- vision insurance
- 401(k)
- disability insurance
About this role
FuseGlobal is hiring a Customer Solutions Associate to work with a Fortune 100 food and beverage manufacturer on their order-to-cash operations. You'd be the main point of contact managing the full lifecycle of customer orders—from intake through delivery and returns—using systems like Genesys, SAP, and Salesforce. The role involves fielding customer calls, processing orders, tracking shipments, resolving fulfillment issues, handling return authorizations, and working with internal teams to keep orders moving efficiently and within service level agreements.
This position suits someone with 2+ years in customer service, order management, supply chain, or a related field who can juggle multiple priorities in a fast-paced environment. You'll need strong communication and analytical skills, comfort with data and spreadsheets, and the ability to problem-solve independently. An undergraduate degree is preferred. The schedule is Tuesday through Thursday in the Seattle office with Monday and Friday remote, working 6:00 am to 2:30 pm. The role is a 12-month initial term with potential to extend, paying up to $29.50 per hour plus overtime, with standard benefits including medical, dental, vision, 401(k), and disability coverage.
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Pay for this role
$30 per hour
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