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 essential in providing support to phone representatives by managing escalated customer inquiries concerning the organization's offerings. This role demands comprehensive knowledge of various products and services to deliver precise information, particularly regarding customer accounts and billing matters. It is important to note that this position does not encompass technical support for IT-related issues. Operating with minimal supervision, the Customer Service Specialist leverages their expertise in internal Customer Support (Non-Technical) to handle customer telephone inquiries, focusing on clarifying, orienting, and effectively resolving identified concerns.

Key Responsibilities:

  • Customer Advocacy: Serve as the voice of the customer within the supply chain, ensuring their needs and issues are communicated and addressed appropriately.
  • Logistics Oversight: Manage the distribution of products from manufacturing and distribution sites to clients and affiliates globally.
  • Resource Allocation: Efficiently allocate products to optimize container usage and reduce shipping expenses.
  • Communication Management: Guarantee timely, accurate, and effective communication regarding shipments and other business-related matters.
  • Performance Evaluation: Track key performance indicators for the designated area, conduct root cause analyses, and create corrective action plans to improve performance metrics.
  • Supply Chain Scheduling: Maintain the Master Arrivals Schedule (MAS) to ensure that replenishments align with market demand and safety stock levels.
  • Continuous Improvement Initiatives: Identify and implement strategies to enhance supply chain efficiency, elevate customer service, and decrease operational costs.
  • Requirement Management: Uphold customer and shipping specifications, including system parameters, policies, and procedures.
  • Relationship Development: Foster and maintain effective working relationships with all internal and external supply chain stakeholders.

Accountability:

  • Logistics Acumen: Must possess a solid understanding of the logistics function within the supply chain.
  • Informed Decision-Making: Capable of making knowledgeable decisions regarding product distribution to ensure cost-effective transport and timely delivery.
  • Proactive Problem Solving: Anticipate and communicate issues impacting timely delivery and resolve daily customer service challenges with minimal oversight.

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 Abilities: Must exhibit excellent organizational and follow-up skills with a strong sense of urgency.
  • Collaborative Spirit: Proven ability to work effectively as part of a team in a global environment.
  • Communication Proficiency: Exceptional written and verbal communication skills to facilitate information exchange across internal and external supply chain customers.
  • Negotiation and Conflict Management: Skills recommended to ensure timely and cost-effective resolutions to supply chain challenges.
  • Innovative Thinking: Initiative and creativity to identify and implement improvements in business processes.
  • Planning Systems Knowledge: A solid understanding of Distribution Requirements Planning (DRP) and related planning systems is essential.

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