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Client Support Associate II

2 months ago

Pittsburgh, Pennsylvania, United States Management Science Associates Full time

Customer Support Representative II - REMOTE WORK AVAILABLE

Company Overview: Management Science Associates, Inc. (MSA) is a leading information management firm that has empowered market leaders for nearly fifty years through data management, analytics, and technology solutions. We are currently looking for a junior-level Customer Support Representative to join our Information Management Solutions (IMS) division, which has been delivering data and insights to the Consumer Packaged Goods sector since the early 1980s. This role will involve supporting distributors across various regions.

Key Responsibilities:

  1. Build and maintain relationships with distributor accounts, ensuring the delivery of timely and accurate data.
  2. Guide accounts on detailed program requirements and assist in achieving compliance while delivering exceptional customer service.
  3. Log incoming communications and archive relevant documentation using the Contact Management System.
  4. Investigate, resolve, and follow up on moderately complex issues related to customer data submissions, escalating more intricate problems to senior team members as necessary.
  5. Perform data file edits to rectify errors in accordance with established guidelines.
  6. Represent the Distributor Support Center on specific projects, addressing inquiries from internal teams and preparing standard reports using spreadsheets and databases.
  7. Engage in ongoing training to enhance personal, professional, and technical skills.

Work Environment: This position offers a hybrid work model, with the majority of time spent working remotely. Candidates should be located in the Pittsburgh region or be willing to relocate for occasional in-office responsibilities.

Required Qualifications:

  • Associate's degree in Business Administration, Communications, or a related field, or equivalent experience. A bachelor's degree in a relevant discipline may substitute for two years of experience.
  • A minimum of two years of relevant experience in customer or technical support.
  • Strong attention to detail and the ability to maintain comprehensive records of all communications.
  • Customer service-oriented mindset with the capability to foster relationships with distributors and clients.
  • Proficiency in the Windows operating system and a solid understanding of MS Office applications.
  • Excellent communication skills, both written and verbal, with the ability to explain technical and analytical issues clearly.
  • Strong organizational and time management skills.
  • Data analysis and problem-solving abilities.
  • Familiarity with distributor and retailer business practices, particularly in inventory, warehousing, and distribution.
  • Understanding of information technology systems and processes.
  • Knowledge of database concepts and querying techniques.
  • Ability to multitask effectively.
  • Proficient in diagnosing and resolving issues collaboratively with other Customer Support Representatives.
  • Capacity to remain composed in high-pressure situations.
  • Demonstrates full ownership and accountability for their work.

Position Type: Full-Time/Regular