Customer Service Specialist, Portfolio

Department Overview:
Channel Operations mission is to ensure that the right product gets to the right place at the right time.

Position Overview:
The Customer Service Specialist role is dedicated to providing the highest quality of customer support by offering full time phone coverage, managing numerous daily activities, and participating in internal and external departmental projects.

The role of Customer Service is critical to the daily operation of the organization. It is imperative that Customer Service employees are dependable, discreet, discerning and flexible.

Key Responsibilities:
Provide a high level of customer service
Act in accordance with company policy
Provide full time phone coverage (shift to be determined by management)
Suggest new programs and or projects to promote customer service
Determine appropriate action to take to resolve customer issues
Determine when it is appropriate to escalate customer issues to management
Work with Finance, Product Distribution and Customers to resolve disputes
Act as customer advocate in investigating and responding to complaints while suggesting necessary process improvements to avoid recurrence
Stay informed of current industry practices / trends
Participate in the development and maintenance of department defined quality standards and measures
Maintain effective and timely communication with team members as well as the supervisor regarding departmental issues
Support corporate values
Remain flexible to ever changing customer needs and requirements
Order Management
Process customer orders accurately
Review inventory to determine appropriate customer order commitment.
Maintain follow up on customer order issues.
Interact with key customer purchasing personnel to advise of order status
Ensure adherence to appropriate laws, regulations and programs
Administer customer return process
Act as a liaison between customer, third party provider and GNE to facilitate customer returns.
Ensure accurate posting of credits and debits in accordance to policy
Ensure timely turnaround of customer authorizations
Support Sales initiatives
Participating in the product launch process to ensure a positive outcome
Administer special programs
Work as part of an effective team
Support team decisions
Respect diversity
Being flexible with assigned schedule
Have the ability to adapt to a constant changing environment
Ability to work through conflicting, delayed or ambiguous information
Actively Participate in various team initiatives; Lean Daily Management, etc.

The successful candidate will demonstrate key competencies listed below critical to this role:

Decision Making Thinks through problems clearly and logically; is decisive
Technical and Business Expertise Applies emerging knowledge and trend; builds strong relationships; contributes expertise within and beyond assigned area
Communication - Listens well, expresses ideas fluently and logically, is open to input and feedback
Teamwork and Collaboration Creates an atmosphere of openness and trust; collaborates, offers support and encouragement
Achieving Results Is goal-directed and persistent; is accountable for meeting commitments, recognizes the contributions of peers