Distributor Customer Service Support

Job Description

The Distributor Customer Experience Team is responsible for delivering an exceptional experience to our Distributors by being a proactive solutions-oriented partner. Our smaller teams of dedicated and knowledgeable individuals work closely with customers to provide a concierge level of service. Reporting to the Manager, Distributor Customer Experience (DCx), the Specialist is responsible for providing concierge service to one or more of our Distributor customers. He/she works closely with his/her teammates to manage all of the requests of their Distributor.

• Works closely with his/her teammates to manage all of the requests of their Distributor.
• Requests include processing and managing orders via, phone, fax, email, EDI, and Gfax.
• Assists in the management of product returns and proof of delivery confirmation.
• Works with all DC’s to ensure orders are delivered as requested and in a timely manner to ensure high service levels are achieved.
• Strives to manage all incoming calls to minimize the number of transfers. Call types include Change order, General Inquiry, Order Status, Product Availability, Service Complaint, and Technical Service.

Essential Responsibilities

• Member of a DCx Pod providing concierge customer service support to Distributor customers.
• Work collaboratively as a team in a virtual environment.
• Provide primary phone and email support.
• Process all customer orders received via phone, email, EDI and fax transmittal.
• Escalate special customer requests to Expeditor.
• Maintain the Pod’s email box.
• Identifies areas for Pod continues improvement.
• Pursues personal development of skills and knowledge necessary for the effective performance of the role and future opportunities.
• Adheres to and ensures compliance with client guidelines, protocols, and policies.