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 cross-functional 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 hand-off 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 customer-required systems to include pricing, promotions, and general item maintenance.
Maintain customer-specific 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
3-5 years customer-related 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 consumer-packaged 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 multi-task. 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 decision-making skills.
Seniority level
Associate
Employment type
Full-time
Job function
Other
Industries
Staffing and Recruiting
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