Customer Support Specialist

1 month ago

Golden Valley, United States BCForward Full time
Job DescriptionJob Description

BCforward is currently seeking a highly motivated Customer Support Specialist (Sales) - Hybrid for an opportunity in Golden Valley, MN 

Position Title:    Customer Support Specialist (Sales) - Hybrid

Location: Golden Valley, MN 

Anticipated Start Date: ASAP

Please note this is the target date and is subject to change. BCforward will send official notice ahead of a confirmed start date.

Expected Duration: 3+ Months Contract

Job Type: Contract and Hybrid

Position Description : We are looking for a Customer Support Specialist (Sales). You primarily will support NAF sales organization with customer requests submitted via CIRP (Customer Information Request Process) or CARE (Complaint Awareness, Resolution & Escalation); customer inquiries, requests related to technical, policy, product, and customer complaints. Utilizes internal resources, processes, and products to ensure CIRP and CARE responses adhere to company policy. This is a 3+ month contract working 30hrs a week.

Key Accountabilities:
• Facilitates investigation of Foodservice customers / Distributor complaints
• Maintains complete documentation of the resolution process and provide response to GMI Sales team and/or Customers.
• Provides clear, complete, and accurate data collection and input to our CRM tool for reporting.
• Provide credit authorization documentations to ICS and sales team for processing and to issue credit to the customer.
• Provide guidance/assistance to vendor agents that manage NAF related calls and store reports (complaints submitted by retail stores that involved consumers). This will ensure Foodservice related calls and store reports are managed accurately and timely.
• Manage and answer questions from the field sales team related to product, policy, or our manufacturing plants.
• Serves as the point of contact between sales and business partners.
• Maintain statements and responses in CIRP.
• Complete customer specific forms
• Maintain customer product detail ports (i.e., GORP - Trader Joes Product Detail Port & PLM for US Foods)
• Maintains a cloud-based supplier management site (Tracegains) to provide select customers with documentation on products, policies, and plant information.

Required Skills/Experience:
• High school diploma
• 3-5 years relevant customer support experience
• Strong written and verbal communication skills
• Must have strong PC skills with working knowledge of Microsoft Word and Excel
• Knowledge/understanding of CIRP/CARE processes or customer care and resolution
processes.
• Exhibits sound judgment in handling confidential matters and information.
• Ability to learn and adapt to new internal tools and platforms as needed.
• Demonstrated skill at responding to demanding, difficult, or sensitive issues.

Additional Skills/Experiences:
• Strong collaborator; able to quickly track down answers for community questions.
• Ability to be flexible and work with ambiguity; self-directed.
• Provide innovative thought leadership and advice to team and internal partners.
• Ability to recognize any problems, trends and serious or unusual matters of significance.
• Demonstrates strong people skills, bias for action, and attention to detail.
• Ability to prioritize a variety of demands and projects.

Benefits:

BCforward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.

About BCforward:

Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward’s 6,000 consultants support more than 225 clients globally.

BCforward champions the power of human potential to help companies transform, accelerate, and scale.  Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years.  Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.

BCforward is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

To learn more about how BCforward collects and uses personal information as part of the recruiting process, view our Privacy Notice and CCPA Addendum.  As part of the recruitment process, we may ask for you to disclose and provide us with various categories of personal information, including identifiers, professional information, commercial information, education information, and other related information.  BCforward will only use this information to complete the recruitment process.

This posting is not an offer of employment.  All applicants applying for positions in the United States must be legally authorized to work in the United States.  The submission of intentionally false or fraudulent information in response to this posting may render the applicant ineligible for the position.  Any subsequent offer of employment will be considered employment at-will regardless of the anticipated assignment duration.

Company DescriptionAbout BCforward
Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward’s 6,000 consultants support more than 225 clients globally.
BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.
BCforward is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.
To learn more about how BCforward collects and uses personal information as part of the recruiting process, view our Privacy Notice and CCPA Addendum. As part of the recruitment process, we may ask for you to disclose and provide us with various categories of personal information, including identifiers, professional information, commercial information, education information, and other related information. BCforward will only use this information to complete the recruitment process.
This posting is not an offer of employment. All applicants applying for positions in the United States must be legally authorized to work in the United States. The submission of intentionally false or fraudulent information in response to this posting may render the applicant ineligible for the position. Any subsequent offer of employment will be considered employment at-will regardless of the anticipated assignment duration.Company DescriptionAbout BCforward\r
Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward’s 6,000 consultants support more than 225 clients globally.\r
BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.\r
BCforward is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.\r
To learn more about how BCforward collects and uses personal information as part of the recruiting process, view our Privacy Notice and CCPA Addendum. As part of the recruitment process, we may ask for you to disclose and provide us with various categories of personal information, including identifiers, professional information, commercial information, education information, and other related information. BCforward will only use this information to complete the recruitment process.\r
This posting is not an offer of employment. All applicants applying for positions in the United States must be legally authorized to work in the United States. The submission of intentionally false or fraudulent information in response to this posting may render the applicant ineligible for the position. Any subsequent offer of employment will be considered employment at-will regardless of the anticipated assignment duration.

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