The Role
Handle customer order issues from intake through resolution: update order systems, monitor dashboards, investigate rules engine failures, escalate when needed, maintain pricing and client criteria, manage CRP/VMI order processing as applicable, file documents, and perform special assignments. Hybrid in-office schedule required.
Summary Generated by Built In
We’re looking for a detail-oriented Customer Service Coordinator to support customer service functions across assigned lines and help ensure smooth order processing from start to finish.
-Required to work a Hybrid Schedule- Tuesday, Wednesday and Thursday in office each week
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.
Acosta is a part of Acosta Group – a collective of the industry’s most trusted retail, marketing and foodservice agencies reimagining the way people connect with brands at every point in their shopping journey.
Specializing in retail sales services, digital strategy, and business intelligence, Acosta empowers brands to thrive in the world of omnichannel shopping. Our sales and digital teams build lasting relationships, ensuring our client brands get the space they deserve in stores and outperform the competition online, while our merch reps make brands shine in retail locations across the world.
But it’s not just about what we do – it’s about who we are. With a team of over 20,000 associates, we’re a community of forward-thinking, value-driven professionals committed to an unmatched level of trust and transparency in the industry. And, we understand the importance of work-life balance, which is why many of our field roles provide our associates with flexible scheduling options. Join us and be a part of a team that values growth and making a real impact for our clients, retail partners and their customers.
Acosta Group is an equal opportunity employer and will ensure that applicants with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed, please contact [email protected]. Be sure to include "Applicant Accommodation" in the subject of your email to expedite the request.
Acosta Group believes in good faith that the minimum and maximum annual salary or hourly compensation range for this opportunity is accurate and reasonable at the time of posting.
The Acosta Group utilizes E-Verify for validating the ability to work in the United States for all job candidates. If you want more information on what this entails and your rights as a job applicant, please use the link provided to access information on our use of E-Verify and your right to work. Employer Resources (e-verify.gov)
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Skills Required
- High School Diploma or GED
- Associate Degree
- One+ years business process solutions, customer service, and/or administrative experience
- Formal Customer Service Training
- One year of food broker experience
- Proficient in Microsoft Office (Word, Excel, Outlook)
- Proficient in data/order entry and related software
- Possess Becton system (Becton Schantz) technical skills
- Strong interpersonal, organizational, and administrative skills
- Effective verbal and written communication skills
- Ability to operate calculator, computer, printer, fax, telephone, and copier
- Ability to meet listed physical requirements
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The Company
What We Do
Acosta is an integrated sales and marketing services provider that enables consumer packaged goods brands and retailers to win in the modern marketplace by delivering progressive solutions and exceptional service. With more than 90 years of experience, Acosta understands evolving consumer needs and helps its clients and customers stay a step ahead, fueling their accelerated performance. For more information, please visit www.acosta.com.
