Distributor Customer Service Support

millenniumsoft•Covington, GA

About The Position

The Distributor Customer Experience Team is responsible for delivering an exceptional experience to our Distributors by being a proactive solutions-oriented partner. Our smaller teams of dedicated and knowledgeable individuals work closely with customers to provide a concierge level of service. Reporting to the Manager, Distributor Customer Experience (DCx), the Specialist is responsible for providing concierge service to one or more of our Distributor customers. He/she works closely with his/her teammates to manage all of the requests of their Distributor. Requests include processing and managing orders via, phone, fax, email, EDI, and Gfax. The Specialist assists in the management of product returns and proof of delivery confirmation. Works with all DC’s to ensure orders are delivered as requested and in a timely manner to ensure high service levels are achieved. Strives to manage all incoming calls to minimize the number of transfers. Call types include Change order, General Inquiry, Order Status, Product Availability, Service Complaint, and Technical Service.

Responsibilities

Member of a DCx Pod providing concierge customer service support to Distributor customers.
Work collaboratively as a team in a virtual environment.
Provide primary phone and email support.
Process all customer orders received via phone, email, EDI and fax transmittal.
Escalate special customer requests to Expeditor.
Monitor the Pod’s email box.
Identifies areas for Pod continues improvement.
Pursues personal development of skills and knowledge necessary for the effective performance of the role and future opportunities.
Adheres to and ensures compliance with client guidelines, protocols, and policies.
Other duties may be assigned as required.