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Job Details

Company The Mark Travel Corporation
Requisition Number 17-0171
Post Date 7/10/2017
Title Product Build Research Specialist
City Milwaukee
State WI

Have you ever wondered what it would feel like to be a part of an entrepreneurial company where your unique abilities are celebrated, you increase your creative energy and your role adds value every day? Sound impossible? It’s not.

La Macchia Enterprises (LME) has a unique story of being family-owned for over 40 years. We turn vacation dreams into long-lasting memories by focusing on our customers’ End-to-End Experience at every touch point. Our 1,000+ team members embody our core values, making us a global leader in leisure travel and technology. Our team is the reason we’ve earned a spot on the Top Workplaces list for multiple years.

Now it’s your turn to enhance your career. Grow and learn with us as a Product Build Research Specialist, for The Mark Travel Corporation, a division of LME. You will be responsible for receiving; prioritizing and facilitating the resolution of all product build inquiries received internally and externally. You will also be responsible for monitoring internal reports and proactively identifying issues that may affect the client’s experience and company’s profitability. Finally, you will be responsible for triaging incoming issues and assigning those issues to the proper team and following up to ensure they are resolved in a timely manner. Visit to find out more about The Mark Travel Corporation.

A successful Product Build Research Specialist will:

  • Receive internal and external communications for air, hotels, features and car for both local and remote sourced hotels, via email, phone calls, case management system as it relates to product build. 
  • Triage, prioritize and assign inquiries to appropriate teams for resolution. 
  • Track and record each inquiry received, expected resolution dates.
  • Track progress and escalate unresolved issues to appropriate team leaders.  
  • Daily analysis of Net Rate Variance Report to monitor accuracy of rate changes, research and identify possible errors, and facilitate corrections
  • Monitor Quality control files, exception reports and automated queues daily, and facilitate reconciliation of any identified issues, including Remote Source, Uncancelled and Name change failure report, Disney fix file, Busch and Sea World fix files, ED reports, Remote Source files, and other various quality control reports.  
  • Track all errors, determine, record, and elevate losses to Research and Support Manager.  
  • Conducting supplier interfaces training, and follow up support to suppliers.  
  • Utilize case management system to distribute and manage needed corrections
  • Align with leadership to initiate immediate actions to minimize potential losses during investigation and resolution process and after resolution has been implemented to verify that the product is back up for sale in a timely manner.  
  • Update Supplier Contact documents.
  • Communicate information and state problems or challenges to be resolved in a clear, concise, courteous, nondiscriminatory and professional manner and be able to provide clarification if necessary.
  • Be adaptable to accept and perform in a timely and effective manner work assignments that are outside of the normal day-to-day routine
  • Be punctual and timely in meeting all of the requirements of performance, including but not limited to attendance standards and work deadlines; beginning and ending assignments on time
  • High school diploma or general education degree (GED); or at least one year related experience and/or training; or equivalent combination of education and experience
  • Travel industry knowledge or experience

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free and tobacco-free workplace and perform pre-employment background checks.

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