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BPS Customer Service Specialist

2 months ago

Florida City, United States Acosta Sales & Marketing Full time

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 Sales Support 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 Four years customer service experience required. Food brokerage experience and/or clients' experience in sales administration is strongly preferred. Relationship management experience preferred. 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. Acosta Sales & Marketing is an Equal Opportunity Employee 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 Equal Opportunity Employer We are committed to providing accommodations for persons with disabilities. If you require accommodation, we will work with you to meet your needs, to the extent required by law. The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. Mosaic reserves the right to modify all or part of any job descriptions at its discretion in order to meet and or exceed the needs of the business. By submitting your application, you agree with and accept the Acosta Privacy Statement and Terms of Conditions.

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