Customer Resolution Specialist

Position Summary

At AJ Madison, our Customer Service Representatives do more than answer questions—they solve problems, build customer relationships, and turn challenging situations into positive experiences.

We are seeking resourceful, customer-focused professionals who thrive in a fast-paced environment and are passionate about delivering exceptional service. The ideal candidate is an excellent communicator, skilled at de-escalating customer concerns, thinking creatively to find solutions, and taking ownership of issues from start to finish.

This role requires someone who can remain calm under pressure, navigate complex situations, collaborate across departments, and consistently advocate for both the customer and the company. If you enjoy solving problems, thinking outside the box, and making a meaningful impact on the customer experience, we'd love to hear from you.

Key Responsibilities

• Deliver exceptional customer service via phone, email, chat, and other communication channels.

• Take ownership of customer inquiries, concerns, and escalations, ensuring timely and satisfactory resolution.

• Effectively de-escalate challenging customer situations while maintaining professionalism, empathy, and composure.

• Think creatively and proactively to identify solutions that enhance the customer experience while aligning with company policies and business objectives.

• Research and troubleshoot order, delivery, product, warranty, and service-related issues using all available resources.

• Collaborate with Sales, Operations, Logistics, Accounting, Vendor Relations, and other internal teams to resolve customer concerns.

• Provide accurate and timely information regarding order status, product specifications, delivery schedules, and company policies.

• Process customer orders, returns, exchanges, cancellations, and modifications in accordance with company procedures.

• Identify recurring customer issues and recommend process improvements to enhance efficiency and customer satisfaction.

• Escalate priority issues appropriately while maintaining accountability and follow-through.

• Document all customer interactions thoroughly and accurately within company systems.

• Maintain a strong working knowledge of AJ Madison products, services, procedures, and policies.

• Consistently seek opportunities to exceed customer expectations and create positive customer experiences.

Qualifications

• 2–4 years of customer service, call center, retail, e-commerce, or customer support experience.

• Exceptional verbal and written communication skills.

• Strong conflict resolution and de-escalation skills with the ability to manage difficult conversations professionally.

• Proven ability to think critically, solve problems independently, and make sound decisions.

• Customer-first mindset with a genuine desire to help others.

• Strong organizational and time management skills with the ability to multitask effectively.

• Comfortable navigating multiple systems, applications, and internet-based tools simultaneously.

• Proficiency with Microsoft Office Suite and CRM/customer service platforms.

• Detail-oriented with excellent follow-up and documentation skills.

• Ability to work collaboratively in a team-oriented environment while also managing responsibilities independently.

• Adaptable and resilient in a fast-paced, rapidly changing business environment.

What Makes Someone Successful at AJ Madison

• Takes ownership and accountability for customer issues.

• Thinks beyond standard procedures to find solutions.

• Remains calm and professional during escalated situations.

• Demonstrates empathy while balancing customer satisfaction with business needs.

• Communicates effectively across departments to drive resolutions.

• Continuously looks for opportunities to improve processes and the overall customer experience.

• Brings a positive attitude, strong work ethic, and commitment to excellence every day.