Handle customer service functions for assigned product lines: receive and resolve order issues, update order system, monitor dashboards, investigate rules engine failures, escalate as needed, maintain pricing and client criteria, manage CRP/VMI orders, file documents, and perform special assignments.
-Required to work a Hybrid Schedule-
Responsible for the Customer Service functions for all assigned lines.
Responsibilities- Receive order issues from external parties in a professional manner.
- Resolve issues with knowledge, experience, and research, communicating with internal and external groups as needed.
- Update order in order system as necessary.
- Review dashboard for alerts on a daily (hourly) basis.
- Escalate unresolved issues to appropriate parties, including Business Managers, Customer Managers, etc.
- Escalate issues to Customer Service Specialist/Supervisor as needed (i.e. bypass order validation).
- Perform resolution procedures outlined in static help file.
- Investigate rules engine failures and determine appropriate course of action.
- Escalate all unresolved rules engine issues to Customer Service Supervisor.
- Fill out rules engine request and submit to Customer Service Supervisor.
- Maintain client/customer criteria for handling orders.
- Update and maintain current information on prices. Ensure Sales Data Coordinator is notified on a timely basis.
- Responsible for filing documents according to Acosta policy.
- Maintain excellent working relationships with Customers, Clients and co-workers.
- If applicable, assist with Customer Replenishment (CRP/VMI). Maintain inventory data, enter order in Becton Schantz and send to customer. Manage CRP order process through delivery, as required.
- Perform special assignments for the company and/or branch and/or department as needed.
- Meeting the physical requirements – listed below
- Other duties as assigned
Education
- High School Diploma/GED
- Associate Degree
- Formal Customer Service Training Preferred.
Work Experience
- One + years of business process solutions, customer service, and/or administrative experience.
- One year of food broker experience preferred.
Knowledge, Skills and Abilities
- Strong interpersonal, organizational and administrative skills.
- Effectively communicate with others.
- Able to operate a calculator, computer, printer, fax machine, telephone, and copier.
- Proficient in MS Office (Word, Excel, and Outlook).
- Proficient in data/order entry and software.
Possess Becton System technical skills.
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