Customer Service

3 weeks ago

WinstonSalem, United States Della Infotech Inc. Full time
Job DescriptionJob Description

The Chain Resolution Specialist is the primary liaison for our delivery locations for high volume, high dollar chain account discrepancy resolution. His or her role is to provide accurate and timely root cause resolution of customer exceptions while identifying and escalating discrepancy trends using MS Excel and SAP S4Hana. Coordinator will work with veteran specialists to manage and prioritize work on high volume accounts.

Major Task Responsibilities and Key Accountabilities:
Resolution:
• Use Excel (intermediate) to manage and track large volume (+50K lines) of information to facilitate overall case reduction
• Use proprietary software, customer portals, and MS Office Suite to pull and save backup for case processing
• Compare and Customer delivery documentation for accuracy; use findings to take appropriate next steps to resolve, using communication skills to help delivery partners understand resolution requirements
• Sample customer deductions to determine trends and raise visibility to reoccurring discrepancies
• Research customer disputes and inquiries, including but not limited to: Pricing, Missing Payments, Missing Invoices, Missing DSD, Unauthorized Product, quantity discrepancies, misapplied payments
• Locate and use customer remit to research discrepancies
• Maintain complete and accurate documentation within SAP and external trackers (ie, in Excel)
• Develop/have strong understanding of CSC operations to appropriately advocate process compliance and field partnerships
• Partner with sub teams and other departments to achieve root cause resolution of customer exceptions
• Work closely with internal/external partners (delivery sites/AR) to ensure accurate and timely communication
• Meet set Service Level Agreements, Productivity, and Quality Goals
• Serve as primary contact for delivery partner locations (developing strong understanding of both internal and external processes will be keys to success)

Basic Qualifications:
• 1 to 3 Years Relevant Experience
• High School diploma
• Curious, self-driven, and results-oriented
• Intermediate Excel
• Ability to work fluently in MS applications (Outlook, Word)
• Strong team and organizational skills
• Highly effective interpersonal and communication skills (written, oral)
• Well-developed analytical and problem-solving skills

Preferred Qualifications:
• Two- to four-year Degree in Business, Finance, Accounting, or Economics
• Prior experience with SAP S4Hana or other SAP version
• Advanced Excel (Pivots, formulas)

 

Company DescriptionDella Infotech Inc is in the staffing business for 10 years. Over the years, we have placed hundreds of candidates to various temp and permanent positions with our 50+ happy clients all over US and Canada including Fortune 500 corporations.Company DescriptionDella Infotech Inc is in the staffing business for 10 years. Over the years, we have placed hundreds of candidates to various temp and permanent positions with our 50+ happy clients all over US and Canada including Fortune 500 corporations.

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