Resolution Analyst

When Alfred Fain founded a small Rhode Island tire store in 1924, at the time no one could have predicted how Teknor Apex would become an international custom compounder sought out by companies around the world. After a nearly hundred-year journey that’s carried us through acquisitions and expansion, we now have nine U.S. locations, as well as operations in Belgium, Singapore, Germany, and China.

Job Description:

The Resolution Analyst is responsible for research and resolution of issues related to customer transactions resulting in Deductions, Credits, Returns, Customer Complaints, and Freight Claims. The Resolution Analyst plays a critical role in protecting revenue, improving customer experience, and ensuring transactional accuracy across the business. This position investigates and resolves deductions, credits, returns, customer complaints, freight claims, and system-related issues by combining analytical rigor with cross-functional collaboration. Working closely with Sales, Customer Service, Credit, Accounting, Logistics, IT, and plant teams, the Resolution Analyst identifies root causes, drives timely resolutions, and strengthens business processes. The role provides actionable reporting, supports system and process improvements, and helps ensure consistent operational execution. Success in this role is measured by accuracy, responsiveness, operational efficiency, and the ability to turn complex issues into sustainable solutions.

Essential Duties and Responsibilities:

• Investigate and resolve deductions, credits, product returns, customer complaints, freight claims, and other transaction-related issues with accuracy and urgency.
• Own issue resolution from research through completion, ensuring timely communication, documentation, and follow-through.
• Partners with Sales, Customer Service, Credit, Accounting, Logistics, Shipping, and plant teams to identify root causes and implement effective solutions.
• Manage credit and return transactions while ensuring compliance with company policies, procedures, and customer requirements.
• Analyze data, audit transactions, and provide actionable recommendations that improve accuracy, efficiency, and customer experience.
• Administer and manage the service complaints in the corporate complaint management system (CCAR) and serve as a resource for training and troubleshooting.
• Support the design, testing, implementation, and enhancement of business processes, forms, software applications, and system upgrades.
• Create and maintain process documentation, procedures, and work instructions that support operational consistency and continuous improvement.
• Participate in cross-functional projects and business initiatives while leveraging deep process knowledge to drive sustainable improvements across the organization. Communicate with sales management, customer service reps, and work with various divisions, personnel etc. to ensure accurate and timely resolution.

Skills

• Position requires a great ability for attention to detail as well as the ability to audit transactions
• Analytic ability is required for calculations/conversions, selection of appropriate procedures, and to identify root cause and corrective action.
• Ability to work in advanced spreadsheets and use tools such as Excel and various workflows with an advanced level of experience.
• Position requires the ability to manipulate, analyst and validate large amounts of data.
• Must have ability to provide in-depth analysis and provide clear direction.
• Ability to create and/or document process and procedures
• Must be able to communicate clearly and professionally in email communications

Education:

• Minimum education is a High School Diploma. College degree preferred but similar work experience will be considered.

Experience

• Position requires 4-6 years of experience in Finance/accounting type role.

Physical Requirements:

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards
• Must be able to lift and carry up to 15 lbs
• Must be able to talk, listen and speak clearly on telephone

This description is a summary of principal responsibilities and is not intended to include all duties that may be assigned.

Teknor Apex is an equal opportunity employer and does not discriminate against any protected status under state or federal laws. Must be 18 years of age or older to work at Teknor Apex.