Tremco Construction Products Group brings together Tremco CPG Inc.'s Commercial Sealants & Waterproofing and Roofing & Building Maintenance divisions; Tremco Barrier Solutions Inc.; Dryvit, Nudura and Willseal brands; Prebuck LLC; Weatherproofing Technologies, Inc.; Weatherproofing Technologies Canada and PureAir Control Services, Inc. Altogether, Tremco CPG companies operate 21 manufacturing facilities, 6 distribution sites, and 3 R&D/technology sites, and employ more than 2,700 people across North America.GENERAL PURPOSE OF THE JOB:The Resolution Specialist provides exceptional service to customers and sales representatives as it relates to expediting problems or issues and solving them in a quick manager. This position also handles the special colors for U.S. Customers.ESSENTIAL DUTIES AND RESPONSIBILITIES:Ensure all complaints are accurately recorded in the appropriate systems while following ISO and SOX required procedures.Utilize SAP to enter complaint information and supporting data, invoice and release credits, and update the status of complaints upon investigation completion.Complete initial complaint follow-up and attain missing data from Customer Service Representative (CSR) or Sales RepresentativeInvestigate complaints and service issues (i.e. incorrect invoices, freight charges, incorrect material or quantity, pricing and allowances) directly or by delegating to internal resources (shipping, pricing, technical, or quality) as appropriate.Follow-up with internal employees as needed to resolve complaints within targeted timeline.Obtain necessary approvals for returns and credits and process credits and debits in conjunction with Finance.Obtain and continuously enhance a broad knowledge of product lines, delivery time and similar data as required relating to the business units being served.Develop and maintain effective working relationships with team members, managers, and personnel in internal/external departments whose functions directly affect the service level to our customers.Possess a thorough understanding of all interfacing departments (credit, distribution, inventory control, etc.)Calculate claims submitted for customer specials and obtain approval for credits.Order supplies and maintain the filing system for backorders, pick slips, credits, etc.Complete monthly reportsEDUCATION REQUIREMENT: High School diploma or GED requiredEXPERIENCE REQUIREMENT: Minimum 2 years of customer service experience, preferably in a high-volume call center environmentOTHER SKILLS, ABILITIES, AND QUALIFICATIONS:Proficient in Excel and Microsoft WordStrong organizational and planning skillsAbility to solve problemsExcellent phone skillsProactive in identifying areas for process improvementHigh degree of flexibility and the ability to multitaskExcellent written and verbal communication skills with the ability to read, write, and communicate fluently in EnglishStrong analytical abilities to be able to recognize errors, evaluate trends, and anticipate difficulties.SAP experience preferredPHYSICAL DEMANDS: The incumbent must be able to stand, walk, sit, use hands, reach, talk, and hear.BENEFITS AND COMPENSATION:The salary range for applicants in this position generally ranges between $48,426and $60,532 plus a 10% bonus opportunity. This range is an estimate, based on potential employee qualifications, operations, needs, and other considerations permitted by law.Tremco offers a variety of benefits to its employees, including but not limited to health insurance, paid holidays, paid time off, 401(k) with company match, Company Pension Plan, Performance Based Bonus/Commission, and continuing education.All qualified applicants will receive consideration for employment without regard to their race, color, religi