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Customer Service Operations Specialist

2 months ago

Jacksonville, Florida, United States Acosta Group Full time

POSITION SUMMARY

The Customer Service Operations Specialist is accountable for overseeing the customer service operations for designated product lines.

KEY RESPONSIBILITIES

+ Address order-related inquiries from external stakeholders with professionalism.

+ Resolve challenges utilizing expertise, experience, and thorough investigation, while coordinating with both internal and external teams as necessary.

+ Modify order details in the order management system as required.

+ Monitor alerts on the dashboard consistently, reviewing them on a daily basis.

+ Refer unresolved matters to the relevant parties, including Business Managers and Customer Managers.

+ Elevate issues to the Customer Service Specialist or Supervisor when necessary (e.g., bypassing order validation).

+ Execute resolution protocols as outlined in the designated help documentation.

+ Analyze rules engine discrepancies and determine the suitable actions to take.

+ Forward all unresolved rules engine concerns to the Customer Service Supervisor.

+ Complete rules engine requests and submit them to the Customer Service Supervisor.

+ Uphold client/customer standards for order processing.

+ Regularly update and maintain accurate pricing information, ensuring timely communication with the Sales Data Coordinator.

+ Responsible for organizing documents in accordance with company policy.

+ Foster and maintain strong working relationships with customers, clients, and colleagues.

+ If applicable, assist with Customer Replenishment (CRP/VMI), manage inventory data, input orders into the system, and oversee the CRP order process through to delivery.

+ Undertake special projects for the organization and/or department as required.

+ Fulfill the physical requirements outlined below.

+ Perform additional duties as assigned.

QUALIFICATIONS

Education

+ High School Diploma or GED.

+ Associate Degree preferred.

+ Formal training in Customer Service is advantageous.

Work Experience

+ Minimum of two years in business process solutions, customer service, or administrative roles.

+ One year of experience in the food brokerage sector is preferred.

Knowledge, Skills, and Abilities

+ Excellent interpersonal, organizational, and administrative capabilities.

+ Proficient in effective communication with diverse individuals.

+ Ability to operate standard office equipment including calculators, computers, printers, fax machines, telephones, and copiers.

+ Competent in MS Office Suite (Word, Excel, and Outlook).

+ Skilled in data and order entry systems.

+ Familiarity with Becton System technical skills.

+ Typing speed of at least 60 words per minute.

PHYSICAL REQUIREMENTS

+ Adequate vision.

+ Good listening skills.

ABOUT ACOSTA GROUP

Acosta Group is a leading sales and marketing organization that partners with the most recognized brands in the retail sector across the United States and Canada. We provide adaptable services designed to enhance operational efficiency. Our team possesses the expertise and technology necessary to develop data-driven, relationship-focused strategies, ensuring successful execution and the ability to monitor and optimize performance metrics for our clients and retail partners.

Acosta Group is committed to equal employment opportunities and providing accommodations for individuals with disabilities. We will collaborate with you to meet your needs as required by law.

The above statements are intended to outline the general nature and level of work performed by individuals in this role. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required for personnel in this classification. Acosta Group reserves the right to modify job descriptions at its discretion to meet the needs of the business.