Description:

Support Services Specialist

shift: 9 am to 5:30 pm

location: Remote

The Special Services Team primary accountabilities are handling all requests made from a CCNA Customer disputing their product invoices due to a discrepancy with product such as: damaged product, shorted product or any type of billing discrepancies and providing dedicated support for our internal sales teams, customers. They must perform detailed research to determine the validity of the claims.

Key Activities

• Building relationships with CCNA facilities, CCNA Finance, Customer Service, Customer Solutions and NFO to help improve customer service and drive down cost

• Adhoc reporting for root cause analysis

• Primary point of contact for Customer Service, Customers and Finance requesting credits/debits.

• Detailed research of claims with CCNA finance and facilities, transportation vendors, to verify and recommend claim disposition

• Ad hoc projects

• Maintain relationship with shipping facilities, transportation, CCNA NFO on inventory.

• Changes to current processes (management, shipping facility, transportation and finance)

• Evaluate, suggest, and work with Manager to reduce customer order issues that are recognized through the credit process. Recommend systems and process improvements for Product Order Management by evaluating customer trends.

• Understanding complex customer request and determining the root cause in order to process improve.

Required Skills/Experience

Minimum Required:

• High School Graduation

• Customer Service experience

• SAP & SAP IC

• AP/AR

• Transportation experience

• Written and verbal communication skills

• Problem Solving

• Customer Relationship Management

• Microsoft Office

Preferred Level:

• Undergraduate degree in Business Administration, Logistics, Supply Chain, or equivalent work experience

• 3 years of Customer Service experience

• 2 years of Supply chain experience

• Proven track record of customer relationship management: customer issues, analyzing opportunities and providing system and process solutions that meet or exceed Customer expectations.

• Proven Operational experience

• Excellent communication skills