Distribution Customer Support Specialist

Cision•Albuquerque, NM

About The Position

At Cision, we believe in empowering every individual to make an impact. Here, your voice is heard, your ideas are valued, and your unique perspective fuels our collective success. As part of our global team, you'll thrive in an environment that champions curiosity, collaboration, and innovation, all while making meaningful contributions to the brands we accelerate. Join us in shaping the future of communication and building authentic connections that matter. Whether you're solving complex problems or driving bold innovations, your growth is our success, and together, we’ll create the conversations of tomorrow. Empower your impact at Cision. Be seen, be understood, be you. Distribution Customer Support Specialist Cision is a global powerhouse in the Public Relations software space with over 100 years of experience innovating the way businesses tell their stories. Our award-winning solutions use cutting-edge technology to provide clients with industry-leading insights and the tools to improve their marketing and PR needs. With offices in over 20 countries around the world, we're committed to growing our communities and our people by offering amazing perks, professional development, and opportunities for you to power your career. The most important measure of our success is yours. JOB SUMMARY: The Distribution Customer Support Specialist is the client’s primary point of contact with PR Newswire. This role acts as a liaison, provides service and product information, answers questions, resolves any emerging problems that the customer might face with accuracy and efficiency. Our team is genuinely excited to help customers.

Requirements

Bachelor’s Degree required
Must have at least 1 year of successful customer service experience
Excellent communication skills
Strong phone contact handling skills and active listening
Detail oriented, goal driven
Ability to multi-task, prioritize, and manage time effectively
Ability to adapt/respond to different types of customers and high-pressure situations
Strong computer skills
Must be flexible with schedule with some OT and holiday coverage required.

Responsibilities

Provide excellent customer service, respond efficiently to customer inquiries and maintain high customer satisfaction via phone, chat and email.
Set up and confirm orders submitted for distribution through PR Newswire including vetting content for acceptability, reviewing and confirming order details with clients to accurately pass information through a processing queue, counseling clients on additional product solutions, and providing effective communication both verbal and written to support clients through the distribution process
Be the point of resolution whenever possible
Educate clients on PR Newswire products, services and procedures
Meet or exceed activity metrics as assigned
Navigate various platforms and databases such as Salesforce, NetSuite, Microsoft Suite and other proprietary platforms and databases
Ability to reprioritize workload to ensure SLAs are met
Form successful internal partnerships with other departments to improve ability to support customer needs (these areas include Finance, Technology, Sales, Product)