What are the responsibilities and job description for the Inventory Resolutions Specialist position at COLLETTE TRAVEL SERVICE INC?
Collette is seeking an Inventory Resolutions Specialist to join our Revenue Management Team. This is a hybrid role based at headquarters in Pawtucket, RI.
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!!