Customer Support Specialist

Job Title: Customer Support Specialist

Location: Remote

Duration: 12 months

Department: Customer Experience & Support Services

Purpose:

• A Customer Support Specialist position focuses on retaining and servicing the largest and most strategic accounts while maintaining data accuracy among business software.
• The Client Support Specialist represents the client within crossfunctional teams.
• This position is responsible for ensuring data accuracy and customer satisfaction within the account portfolio related to item maintenance promotional new item process and pricing execution.
• Maintain strong professional relationships with customers.
• Provide communication and analytical data for internal Analysts Sales and customers. Execute and prioritize sales and customer needs.
• Work with Account Managers Inventory Planning Supplier Relationship Operations and Transportation departments to deliver an optimal customer experience.

Job Responsibilities:

• Responsible for reviewing data for integrity and accuracy prior to the handoff for any system inputs. This role would act as the primary audit point for Planned Demand quantities allocations and special event data.
• Courteously and promptly resolve customer questions and problems or properly refer them to appropriate personnel.
• Execute the administration of customerrequired systems to include pricing promotions and general item maintenance.
• Maintain customerspecific national and regional custom discount files within company and Customer based systems.
• Execute and coordinate with internal departments on promotion and new item process for assigned accounts.
• Review and coordinate with Account Managers on new store opening accounts within the business systems to ensure proper attributes and price structure is activated on each account.
• Provide clear and thorough communication with the Inventory Planning Routing and Operation departments to communicate impending large purchases on opening store orders refill orders or special orders including any special delivery requests.
• Acquire new store deal sheets within the established company guidelines.
• Manage the administration of discontinued products and pack size changes with the customer.
• Generate system reports as required by the customer (sales inventory performance).
• Perform other duties and projects as assigned.

Education/ Certifications:

• Associates degree in Business Management or a related field or equivalent experience.

Experience:

• 35 years customerrelated experience and account management experience is required.
• Experience prioritizing and/or managing time projects records etc.
• Must have experience servicing high profile accounts and the practices and procedures specific to the required tasks.
• Analytical background in consumerpackaged goods distribution and/or category management preferred.
• Proficiency in analytics and reporting.

Knowledge:

• Product knowledge and industry terms related to company required.
• Knowledge of all company business systems.
• Knowledge of customer experience systems and tools.
• Knowledge of policies and processes specific to customer experience functions.
• Ability to accurately perform system discounting and price quoting.

Skills/ Abilities:

• Excellent verbal and written communication skills.
• Proficiency in Microsoft Office Suite. SharePoint and SAP skills preferred.
• High level of business acumen relative to key account management and sales.
• Able to develop and maintain effective positive internal/external working relationships with a diverse group of individuals.
• Comfortable in an open dynamic and collaborative work environment.
• Strong organizational skills with ability to multitask. Ability to work independently and exercise good judgment.
• Proven customer service standards.
• Able to resolve issues appropriately and in a timely manner.
• Ability to lead and motivate other team members.
• Good decisionmaking skills.