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in Cincinnati, OH

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Hours Full-time
Location Cincinnati, OH
Cincinnati, Ohio

About this job


Overview:

109358 - Cincinnati, OH

Oversee the training and implementation of Customer Service functions for selected Top Customers within the region. Responsible for the Customer Service functions for all assigned lines.

Responsibilities:

  • Working with the Customer Service Supervisor, maintain work schedules, timesheets and payroll recaps for select Customer Service Coordinators.
  • Assist the Customer Service Supervisor in the hiring of new Customer Service Coordinators.
  • Train and mentor the Customer Service Coordinators on administrative policies and procedures.
  • Assist the Customer Service Supervisor by assuming additional Customer Service responsibilities as needed.
  • Assume supervisory responsibilities in the absence of the Customer Service Supervisor.
  • Assume responsibility for Customer Service functions for complex customers within the hub.
  • 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 Customer Service Supervisor, Business Managers, and Customer Managers.
  • Perform resolution procedures outlined in static help file.
  • Investigate rules engine failures and determine appropriate course of action.
  • Fill out rules engine request and submit to Customer Service Supervisor.
  • Escalate all unresolved rules engine issues to Customer Service Supervisor.
  • Update and maintain current information on prices. Ensure Sales Data Coordinator is notified on a timely basis.
    Maintain client/customer criteria on order instructions.
    Responsible for filing scanned documents according to Acosta policy.
  • Consistently demonstrate the highest level of proficiency in all Customer Service functions for assigned lines.
  • Assist the Customer Service Supervisor and Sales Support Regional Manager in the development of client procedures to be observed by all offices.
  • Maintain excellent working relationships with Customers, Clients and co-workers.
  • Perform special assignments for the company and/or branch and/or department as needed.

Requirements

  • Four years customer service experience required.
  • Food brokerage experience and/or clients' experience in sales administration is strongly preferred.
  • Relationship management experience preferred.
  • Strong interpersonal, organizational and administrative skills.
  • Effectively communicate with others.
  • Able to operate a calculator, computer, printer, fax machine, telephone, copier and shredder.
  • Proficient in MS Office (Word, Excel, and Outlook).
  • Proficient in document management software.
  • Proficient in claims management software.
  • Type a minimum of 60 wpm.

Acosta Sales & Marketing is an Equal Opportunity Employer