Customer Support Specialist II

1 week ago


Tarentum, Pennsylvania, United States Management Science Associates Full time
Job Summary

We are seeking a highly skilled Customer Support Representative II to join our team at Management Science Associates. As a key member of our support team, you will be responsible for providing exceptional customer service to our distributor accounts, ensuring timely and accurate data management, and resolving moderately complex problems.

Key Responsibilities
  • Develop and maintain strong relationships with distributor accounts to ensure timely and accurate data management.
  • Provide detailed program requirements and assist in finding ways to ensure compliance while delivering excellent customer service.
  • Accurately log incoming calls and archive faxes, emails, and other documentation using our Contact Management System.
  • Research, resolve, and provide follow-up for moderately complex problems with customer data submissions.
  • Escalate more complex problems to a Senior Customer Support Representative or Lead.
  • Perform data file edits to correct errors within established guidelines.
  • Represent the Distributor Support Center on specific projects, addressing inquiries and requests from internal groups.
  • Prepare standard reports using spreadsheets and database systems to fulfill requests and proactively validate systems.
  • Attend ongoing training to achieve personal, professional, and technical improvement.
Requirements
  • Associate's degree in Business Administration, Communications, or a related field, or equivalent experience.
  • Minimum two years of related experience performing customer or technical support.
  • Attention to detail and ability to maintain detailed records of all inbound/outbound communications.
  • Customer service oriented with the ability to maintain relationships with distributors, manufacturer sales representatives, and clients.
  • Proficiency with Windows operating system and proficient knowledge of MS Office applications.
  • Developed communication skills, both written and oral, including the ability to translate and present technical and analytical issues.
  • Organizational and time management skills.
  • Data analysis and problem-solving skills.
  • Knowledge of distributor and retailer business practices, in particular, inventory, warehousing, and distribution processes.
  • Understanding of information technology systems and processes.
  • Knowledge of database concepts and querying techniques.
  • Ability to multi-task.
  • Proficient ability to diagnose and solve problems in cooperation with other Customer Support Representatives.
  • Ability to remain calm in stressful situations.
  • Takes full ownership and accountability for their work.


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