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Customer Service Analyst | USA-PA-Wilkes-Barre | | 14-APR-21

Job Description/Responsibilities:

Provide inbound customer service support to the Client Sales Division and freezer cabinet management market for DSD network.  Provide problem solving resolution for customer, distributor and Client field personnel pertaining to cabinets, product deliveries and field service issues.

Main Job Tasks and Responsibilities

	Support 6 regional business managers (RBMs) directly and Client Key Account and National Account managers indirectly
	Address customer phone and email inquiries (including Good Humor shared mailbox) to manage and resolve customer/distributor complaints
	Prioritize and provide customers/distributors with product and service information in a timely manner and escalate unresolved issues to line manager based in level of severity
	Monthly DSD monitoring to uncover stores with no deliveries in month
	Monitoring and updating master data for store information and distributor ownership
	Monitoring and resolving SOCs tickets
	Monthly score carding for designated customers
	Process credits to correct invoicing
	Coordinate and support annual resets for Family Dollar and Rite Aid 

Education and Experience


	Associates or 4 year college degree
	Proficient in and MS Word, Excel and Outlook with good data entry and typing skills
	Knowledge of customer service environment, principles and practices
	Strong detail and accuracy skills
	MUST read, write and speak English fluently
	Ability to communicate clearly and concisely
	Need to be organized and possess strong follow up skills

Qualifications

Skills and Qualifications: Customer Focus, Customer Service, Data Entry Skills, Listening, Phone Skills, Verbal Communication, Building Relationships, People Skills, Interpersonal Savvy, Problem Solving, Multi-tasking

FMCG Industry experience good to have.

Good MS Excel skills.

Attention to Detail, Customer Service, Time Management, Prioritization, Excel skills (pivot tables, VLOOKUP’s), Strong follow up skills

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