Client Support Coordinator

2 weeks ago

Columbus, Ohio, United States Blue Star Partners LLC Full time
Job Overview

Position Title: Customer Service Specialist
Company: Blue Star Partners LLC
Contract Type: W-2 only

Role Summary:

The Customer Service Specialist is integral in assisting phone personnel by managing escalated customer inquiries regarding the company's offerings. This role necessitates comprehensive knowledge of various products and services to deliver precise information, particularly concerning customer accounts and billing inquiries. This position does not encompass technical support for IT-related issues. Operating with minimal supervision, the Customer Service Specialist leverages expertise in internal Customer Support (Non-Technical) to handle customer telephone inquiries, aiming to clarify, guide, and resolve identified concerns efficiently.

Key Responsibilities:

  • Customer Advocacy: Serve as the customer's voice within the supply chain, ensuring their needs and concerns are effectively communicated and resolved.
  • Logistics Oversight: Manage the shipment of products from manufacturing and distribution centers to clients and affiliates globally.
  • Resource Allocation: Efficiently allocate products to optimize container usage and reduce transportation expenses.
  • Communication Management: Ensure timely, accurate, and effective communication regarding shipments and other business-related matters.
  • Performance Evaluation: Track key performance indicators, conduct root cause analysis, and develop corrective action plans to improve service levels.
  • Supply Chain Scheduling: Maintain the Master Arrivals Schedule (MAS) to align replenishments with market demand and safety stock objectives.
  • Continuous Improvement: Identify and implement initiatives aimed at enhancing supply chain efficiency, improving customer service, and lowering operational costs.
  • Requirement Management: Uphold customer and shipping requirements, including system parameters, policies, and procedures.
  • Relationship Development: Foster and maintain productive working relationships with all internal and external supply chain partners.

Accountability:

  • Logistics Acumen: Must possess a thorough understanding of logistics within the supply chain context.
  • Informed Decision-Making: Capable of making informed decisions regarding product distribution to ensure cost-effective transportation and timely delivery.
  • Proactive Problem Solving: Identify and communicate issues affecting delivery timelines and resolve customer service-related challenges independently.

Qualifications:

  • Education: A Bachelor's degree is preferred in Logistics Management, Supply Chain Management, Business Administration, or a related discipline.
  • Experience: 1-2 years of experience in customer service, international supply chain operations, transportation management, project management, or planning.

Essential Skills:

  • Organizational Skills: Exceptional organizational and follow-up abilities with a strong sense of urgency.
  • Team Collaboration: Proven ability to work effectively in a global team environment.
  • Communication Proficiency: Excellent written and verbal communication skills to facilitate information exchange across internal and external supply chain stakeholders.
  • Negotiation and Conflict Management: Skills to ensure timely and cost-effective resolutions to supply chain challenges.
  • Innovative Thinking: Initiative and creativity to identify and implement process improvements.
  • Planning Systems Knowledge: A solid understanding of Distribution Requirements Planning (DRP) and related planning systems.

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