The Customer Support Specialist is responsible for supporting efforts to provide best in class customer service to large and strategic external customers, including preparation of reports, tracking and tracing shipment information with carriers and updating the system as needed. Additionally they coordinate with internal team members to ensure information and requests are answered in an accurate and timely manner.

Key Duties and Responsibilities

• Supports activities related to the service of assigned accounts.
• Gathers and validates information to be presented to customer via reports, meetings and other methods.
• Tracks delivery of goods through order systems, logistics interaction and external vendor portals.
• Partners with sales, purchasing and logistics teams to ensure efficient and timely delivery of products.
• Partners with documentation and compliance team to ensure accurate and timely delivery of documentation.
• Supports internal Claims team on prompt resolution of claims.
• Assists with resolution of operational issues and communicates follow-up.
• Audits various process related to service functions and escalates failures for prompt resolution.
• Documents opportunities for improvement across different functions and reports to management.
• Assists functional team members with various miscellaneous requests related to account service satisfaction.
• Performs other duties as required and assigned.

Requirements and Qualifications

• Bachelor’s Degree or related work experience.
• 1 year of experience in customer service or related field.
• Language Abilities: Fluency in Spanish and English.
• Knowledge of MS Office (Word, Excel Power Point).
• Must have excellent business acumen, communication (verbal and written) and customer service skills.