BPS Customer Service Specialist - Hybrid

DESCRIPTION

Oversee the training and implementation of Customer Service functions for selected Top Customers within the region. Responsible for the Customer Service functions for all assigned lines.

RESPONSIBILITIES

• Working with the Customer Service Supervisor, maintain work schedules, timesheets and payroll recaps for select Customer Service Coordinators.

• Assist the Customer Service Supervisor in the hiring of new Customer Service Coordinators.

• Train and mentor the Customer Service Coordinators on administrative policies and procedures.

• Assist the Customer Service Supervisor by assuming additional Customer Service responsibilities as needed.

• Assume supervisory responsibilities in the absence of the Customer Service Supervisor.

• Assume responsibility for Customer Service functions for complex customers within the hub.

• 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 Customer Service Supervisor, Business Managers, and Customer Managers.

• Perform resolution procedures outlined in static help file.

• Investigate rules engine failures and determine appropriate course of action.

• Fill out rules engine request and submit to Customer Service Supervisor.

• Escalate all unresolved rules engine issues to Customer Service Supervisor.

• Update and maintain current information on prices. Ensure Sales Data Coordinator is notified on a timely basis.

• Maintain client/customer criteria on order instructions.

• Responsible for filing scanned documents according to Acosta policy.

• Consistently demonstrate the highest level of proficiency in all Customer Service functions for assigned lines.

• Assist the Customer Service Supervisor and Business Process Solutions Regional Manager in the development of client procedures to be observed by all offices.

• Maintain excellent working relationships with Customers, Clients and co-workers.

• Perform special assignments for the company and/or branch and/or department as needed.

QUALIFICATIONS

Education and Work Experience

• High School Diploma/GED

• Four years customer service experience required.

• Food brokerage experience and/or clients’ experience in sales administration is strongly preferred.

• Relationship management 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, copier and shredder.

• Proficient in MS Office (Word, Excel, and Outlook).

• Proficient in document management software.

• Proficient in claims management software.

• Type a minimum of 60 wpm.

Physical Abilities

• Seeing

• Ability to Travel Distances

• Listening

ABOUT US

Acosta and Mosaic are the sales and marketing powerhouses behind the most recognized and proven brands with top retailers in the United States and Canada. We offer flexible services that maximize efficiency. Acosta has the talent and technology to build data-, reach- and relationship-driven strategies to execute those strategies, and the tools to monitor, track and optimize metrics-based results for customers and retailers.

Acosta and its subsidiaries, in good faith, believes that this posted range of compensation is the accurate range for this role at the time of this posting. Acosta may ultimately pay more or less than the posted range depending on candidate qualifications and locations. This range may be modified in the future.

Acosta and its subsidiaries is an