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Customer Service Representative II

2 months ago

Atlanta, Georgia, United States inSync Staffing Full time
About the Role

We are seeking a highly skilled Customer Service Representative II to join our team at inSync Staffing. As a key member of our customer support team, you will be responsible for providing exceptional service to our clients, resolving customer inquiries and issues, and working closely with internal stakeholders to ensure seamless order management.

Key Responsibilities
  • Provide dedicated support to customers across various business units, including Retail, Bottler, Distributor, and McDonald's.
  • Partner with sales teams and brokers to address customer satisfaction needs related to pricing, delivery method changes, account management, and strategic projects.
  • Collaborate with Product supply, Supply planning, logistics, and transportation teams to influence and resolve order flow concerns.
  • Manage phone calls and emails from customers, internal stakeholders, and partners, accurately tracking and resolving business needs.
  • Act as a liaison between external departments and customers to process order changes, communicate all order changes, track, and reschedule customer orders to meet customer requested delivery dates.
  • Apply best practices and business knowledge to make timely decisions and resolve issues with product orders to meet requested customer delivery dates.
  • Proactively manage order flow, communicate all In Full issues, and partner with transportation to ensure delivery appointments and pick-up appointments are set timely to mitigate order failures.
  • Recognize and track trends with customer issues, evaluate, and suggest process improvements for Product order management and our partners.
  • Understand company goals and performance metrics and improve quality and speed to meet and exceed customer expectations.
  • Work collaboratively but often independently on daily tasks and resolve escalations that are diverse in scope using strategic thinking, people, and company resources.
  • Build and leverage collaborative relationships with our customers, sales, logistics, and other internal partners based on customer-specific operations.
  • Analyze, coordinate, and participate in the implementation of design projects to support department and/or key customer objectives.
Requirements
  • Strong customer service and relationship background, strategic thinking, effective communication, and business writing skills.
  • Must have strong research or analytical skills, attention to detail, effective problem-solving, and influencing skills.
  • Must have a strong sense of urgency and be empowered to make timely and informed decisions.
  • Building collaborative relationships within POM, Supply Chain/OTC organization, and our external partners.
  • Knowledge of the CCNA Product Supply system, Order Management, and Salesforce & SAP a plus. Other systems used include CRM Database, MS Office; Outlook, Word, Excel, SharePoint, Genesys.
  • Ability to excel and contribute in a fast-paced and changing work environment with accuracy while meeting SLAs and deadlines.
  • Ability to understand overall company objectives and manage competing project and tasks.
  • Roles within this organization include teleworking and remote working. Candidate must be able to work independently with minimal daily supervision.