Inventory Resolutions Specialist
Role Overview
The Inventory Resolutions Specialist is responsible for resolving escalated and complex Inventory related customer requests including but not limited to waitlists, consolidated departures, group inclusion requests or other items that affect the tour. Key areas of focus are on monitoring and ensuring quick turnaround of requests to meet KPI goals, providing exemplary service to travelers and travel professionals, being creative and an out of the box thinker to meet customer needs and having excellent verbal and written communication and persuasion skills to achieve positive outcomes.
Key Skills for This Role
Full Job Posting
Position Summary
The Inventory Resolutions Specialist is responsible for resolving escalated and complex Inventory related customer requests including but not limited to waitlists, consolidated departures, group inclusion requests or other items that affect the tour. Key areas of focus are on monitoring and ensuring quick turnaround of requests to meet KPI goals, providing exemplary service to travelers and travel professionals, being creative and an out of the box thinker to meet customer needs and having excellent verbal and written communication and persuasion skills to achieve positive outcomes.
Primary Functions
Collaborate with the Inventory Specialists, air, logistics and product team to resolve oversold situations
Creatively resolve and deescalate Inventory customer challenges
Contact travel professionals and direct guests related to inventory consolidation or vendor/waitlist departure date changes
Work with the Inventory Management team to strategically identify creative solutions and implement them
Successfully rebook travelers impacted by changes/consolidation – hitting key KPI goals
Evaluate and process group allotment increases in a timely manner in accordance with set KPI’s
Effectively communicate, negotiate and persuade key vendors to increase allotments to meet client needs
Utilize persuasion and communication skills to influence customer and vendor outcomes
Regularly communicate with inside and outside sales team
Liaison with Group Inventory Operations to quickly make promotional materials available inclusive of additional components being added
Review and act as the lead for the intake of complicated inventory requests of inclusions, back to back tours and other components ensuring quick turnaround
Ensure turnaround time for various customer questions and requests meet or exceed key KPI goals
Identify and strategize resolutions to improve turnaround time on key customer requests
Build relationships and collaborate with other internal teams to plan for and resolve oversold situations
Track and report progress to internal stakeholders using key account metrics
Embraces a mindset of curiosity and continuous learning, actively exploring and leveraging AI and other emerging technologies to improve processes, elevate content, and drive efficiency across the organization
Participates in special projects or other items as assigned
Knowledge & Skills
- Excellent telephone and communication skills
- Strong Relationship and networking skills
- Ability to negotiate with customers and vendors for mutually beneficial outcomes
- Ability to handle escalated conversation
- Strong customer service skills
- Strong attention to detail
- Strong interpersonal skills, self-starter and self-motivated
- Willingness to benefit from coaching and guidance
- Ability to prioritize and deliver on multiple priorities
- Desire to continually learn and improve
Compensation & Benefits
- We believe in taking care of our team—inside and outside of work.
- The pay range for this position is 20.00-23.00 per hour.
What We Offer
- Health & Wellness: Medical, Dental, and Vision coverage—plus a Peloton One Membership to keep you moving
- Time Off: Generous PTO, paid holidays, and your birthday!
- Volunteer Time: Paid hours to give back to causes you care about
- Financial Security: 401(k) with company match
- Family Support: Paid parental leave, paid bereavement leave and access to our Employee Assistance Program
- Career Growth: Tuition reimbursement to help you level up your skills
- Exclusive travel discounts, incentives and more!!
About Collette
Family-owned American tour operator providing guided vacations, cruises, rail journeys, and small-group travel on all seven continents.
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