US
Univar SolutionsKey Account Support Specialist
Key Account Support Specialist fulfilling sales responsibilities and customer support for Univar Solutions. Collaborating with internal teams to ensure smooth pricing and order processes.
About the role
- Manage and resolve the most complex and high-priority customer complaints.
- Act as an escalation point for critical issues, ensuring fair and timely resolutions.
- Maintain compliance with industry regulations and company policies.
- Liaise with internal teams, external stakeholders, and regulatory bodies to investigate and resolve disputes effectively.
- Identify trends in escalations and contribute to process enhancements that drive better customer outcomes.
Requirements
- Proven experience in an escalation or senior complaints handling role, ideally within a regulated industry.
- Strong understanding of complaint resolution processes and best practices.
- Familiarity with regulatory requirements and industry standards (e.g., FCA, FOS, GDPR, or equivalent regulatory bodies).
- Experience in handling complex and high-risk cases, including those referred to ombudsman services or legal teams.
- Ability to conduct root cause analysis to identify trends and contribute to process improvements.
- Excellent communication skills – both written and verbal, with the ability to draft clear, professional, and empathetic responses.
- Strong problem-solving and analytical skills, with the ability to assess complex cases and make fair, well-reasoned decisions.
- Negotiation and conflict resolution abilities, ensuring positive outcomes for both customers and the business.
- Ability to manage multiple cases simultaneously and work efficiently under pressure.
- Attention to detail, ensuring all responses are accurate, compliant, and well-documented.
- Confidence in using CRM systems and case management tools to track and report on escalated complaints.
Benefits
- Healthcare
- Well-being
- Parental leave
- Pensions
- Generous annual leave allowances
- Time off to support a charitable cause
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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