-Required to work a Hybrid Schedule-
Responsible for the Customer Service functions for all assigned lines.
Responsibilities- Receive order issues from external parties in a professional manner.
- Resolve issues with knowledge, experience, and research, communicating with internal and external groups as needed.
- Update order in order system as necessary.
- Review dashboard for alerts on a daily (hourly) basis.
- Escalate unresolved issues to appropriate parties, including Business Managers, Customer Managers, etc.
- Escalate issues to Customer Service Specialist/Supervisor as needed (i.e. bypass order validation).
- Perform resolution procedures outlined in static help file.
- Investigate rules engine failures and determine appropriate course of action.
- Escalate all unresolved rules engine issues to Customer Service Supervisor.
- Fill out rules engine request and submit to Customer Service Supervisor.
- Maintain client/customer criteria for handling orders.
- Update and maintain current information on prices. Ensure Sales Data Coordinator is notified on a timely basis.
- Responsible for filing documents according to Acosta policy.
- Maintain excellent working relationships with Customers, Clients and co-workers.
- If applicable, assist with Customer Replenishment (CRP/VMI). Maintain inventory data, enter order in Becton Schantz and send to customer. Manage CRP order process through delivery, as required.
- Perform special assignments for the company and/or branch and/or department as needed.
- Meeting the physical requirements – listed below
- Other duties as assigned
Education
- High School Diploma/GED
- Associate Degree
- Formal Customer Service Training Preferred.
Work Experience
- One + years of business process solutions, customer service, and/or administrative experience.
- One year of food broker experience preferred.
Knowledge, Skills and Abilities
- Strong interpersonal, organizational and administrative skills.
- Effectively communicate with others.
- Able to operate a calculator, computer, printer, fax machine, telephone, and copier.
- Proficient in MS Office (Word, Excel, and Outlook).
- Proficient in data/order entry and software.
Possess Becton System technical skills.
Skills Required
- High School Diploma or GED
- Associate Degree
- Formal customer service training
- One+ years business process solutions, customer service, and/or administrative experience
- One year food broker experience
- Strong interpersonal, organizational and administrative skills
- Effective verbal and written communication skills
- Ability to operate basic office equipment (calculator, computer, printer, fax, telephone, copier)
- Proficient in MS Office (Word, Excel, Outlook)
- Proficient in data/order entry and related software
- Experience with Becton system/technical skills
What We Do
Acosta Group fuses storied expertise, unmatched connectivity and advanced insight to accelerate brand growth – everywhere you sell. Our collective of the most trusted retail, marketing and foodservice agencies is reimagining how people connect with brands at every point in the consumer journey. Comprised of Acosta, ActionLink, CORE Foodservice, CROSSMARK, Mosaic, Premium Retail Services and Product Connections, Acosta Group understands and anticipates evolving consumer needs, fueling accelerated performance to connect tomorrow's commerce today. The collective delivers end-to-end solutions, including headquarter sales services, omnichannel retail solutions, assisted sales and training, integrated marketing, foodservice sales enablement and culinary solutions, and the most advanced data and insights.
