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CDW ICAN Research Specialist in Vernon Hills, Illinois

The ICAN Research Specialist provides pre-invoice assistance to our internal customers regarding challenges that arise with sales orders. This role utilizes our incident management system to continuously provide top-level service, which is essential in creating customer loyalty and repeat business.

Key Areas of Responsibility

Timely resolution of incidents flowing through ICAN’s incident management system requiring:

  • Research and/or tracking of an order

  • Contacting vendors for pricing, order status, tracking etc

  • Expediting a pick on an order or any other distribution request

  • Expediting of drop ship orders as needed, freight quotes for drop-shipments, parcel and heavy weight shipments

  • Estimated delivery dates or lead times on products

  • Updates and status of repair orders.


  • Understanding and support of established CDW business processes that align with Pre-Invoice Support Requests

  • Navigation and understanding of external business partner resource tools and reporting

  • Attainment of specified goal targets and objectives for direct job scope and overall department performance

  • Building solid relationships with other internal departments and vendors.

  • Evaluation of current processes for improvement and work on recommendations with management.

  • Working as a team to manage daily workflow.

  • Handling escalated customer issues when necessary.

  • Answering emails and incoming calls from internal customers as needed.


Minimum Qualifications

  • High school diploma or equivalent.

  • 2 years’ experience in the following

  • customer service

  • utilization of Microsoft Office applications

Other Required Qualifications

  • Proficient in Microsoft Office applications.

  • Excellent verbal and written communication skills with the ability to effectively interact with all stakeholders.

  • Excellent organizational and creative problem solving skills.

  • Demonstrated resourcefulness with critical attention to detail.

  • History of balancing competing priorities with the ability to adapt to the changing needs of the business while meeting deadlines.

  • Demonstrated ability to quickly learn new systems and processes and put them into practical use.

  • Excellent typing and data entry skills.

Preferred Qualifications

  • Bachelor’s Degree

ICAN Research Specialist

* Vernon Hills, IL *