Escalations Specialist

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Taylor Corporation is a growing, dynamic company with big plans for the future ― and our people. Family owned and proud of it, we power our employees’ potential and strive to create opportunity and security for every member of the team. We’re passionate about our work, we believe there is always a better way, and we’re in this for the long haul.
Ready to build a career? It’s time to look at Taylor.
Your Opportunity: Taylor DM Brands, formerly known as Amsterdam Printing, is looking for an Escalations Specialist to join their team! The Escalations Specialist is responsible for managing complex customer issues, urgent requests, and order escalations to ensure a positive customer experience. This role serves as a liaison between Customer Service, Sales, Manufacturing, Vendors, and internal support teams to resolve issues quickly and effectively while maintaining strong communication with all stakeholders.
Work Authorization: To be considered for the Taylor opportunities, candidates must be authorized to work in the United States without the need for employer sponsorship.
Your Responsibilities:

• Manage and resolve customer escalations, ensuring timely follow-up and issue resolution.
• Monitor high-priority and rush orders from initiation through completion.
• Coordinate with vendors, manufacturing, purchasing, and other departments to expedite orders and address delays.
• Investigate order, billing, shipping, and product issues to identify root causes and recommend solutions.
• Communicate status updates to customers, sales representatives, and leadership teams.
• Document escalations and maintain accurate records of actions taken and resolutions achieved.
• Proactively identify trends and recurring issues and recommend process improvements.
• Support customer service representatives with complex problem resolution and escalation guidance.
• Ensure service level expectations are met while maintaining a high level of customer satisfaction.

Your Shift:

• Monday through Friday from 8:30am - 5:00pm EST

You Must Have:

• 2+ years of related/relevant experience
• Strong attention to detail, communication and organizational skills, independent judgement, and problem-solving abilities

We Would Also Prefer:

• Knowledge of promotional products and knowledge of shipping methods
• Order Entry experience

The anticipated hourly range for this position is $16.00-$17.00. The actual wage offered depends on a variety of factors, which may include as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job. The range listed is just one component of Taylor Corporation’s total compensation and benefits package for employees.
About Taylor Corporation
One of the largest print and communications firms in North America, Taylor’s family of companies provides a diverse set of products, services and technologies that address the toughest business challenges. We work diligently each day to create printed and digital marketing communication solutions that help power many of the world’s most recognizable brands.
With more than 50 years of category expertise and 10,000 employees spanning dozens of U.S. states and multiple countries, Taylor serves businesses and distributors both large and small. Our employees enjoy a comprehensive benefit package including a choice of several health plans, dental, vision, wellness programs, life and disability coverage, flexible spending accounts, health savings accounts, a 401(k) plan with company match, paid time off (PTO) and 64 hours of annual holiday pay.
The Employer retains the right to change or assign other duties to this position.
Taylor Corporation is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Taylor Corporation including all partners and affiliates is an Equal Opportunity Employer/Veterans/Disabled.