Call Center Representative

Summary

Specialist Support Center

The Specialist Support Center will provide key operational support to multiple divisions within the ASM family to aid in the execution of client projects. This positions involves direct inbound communication with field representatives across multiple divisions requiring job related support.

Advantage Sales & Marketing, LLC is proud to be an Equal Opportunity Employer

Responsibilities

Advantage Sales and Marketing, LLC (ASM) is one of North America’s leading sales and marketing agencies specializing in outsourced sales, merchandising, category management and marketing services to manufacturers, suppliers and producers of food products and consumer packaged goods. ASM services a variety of trade channels including grocery, mass merchandise, specialty, convenience, drug, dollar, club, hardware, consumer electronics and home centers. We bridge the gap between manufacturers and retailers, providing consumers access to the best products available in the marketplace today.

Position Summary

The Specialist Support Center will provide key operational support to multiple divisions within the ASM family to aid in the execution of client projects. This positions involves direct inbound communication with field representatives across multiple divisions requiring job related support.

Essential Job Duties and Responsibilities

Field Representative Support

• Serve as a direct point of contact for Field Representatives and their management team(s)
• Provide an exceptional level of customer service and assistance with questions, concerns, and inquiries about programs or services
• Resolve Field Representatives’ complaints according to guidelines established by the company
• Maybe required to conduct additional research to resolve questions, concerns, or issues
• Follow-up with a Field Representative or Field Manager until a question is answered or an issue is resolved; when necessary escalate a concern/issue to upper management in order to get final resolution

Inbound/Outbound Call Support

• Take in-bound calls and place outbound calls supporting multiple divisions
• Accurately log call details to provide key information to various internal and external client teams

Supervisory Responsibilities:

Direct Reports

This position does not have supervisory responsibilities for direct reports

Indirect Reports

This position does not have guidance or mentoring responsibilities for indirect reports

Travel and/or Driving Requirements:

Travel and Driving are not essential duties or functions of this job

Minimum Qualifications The following are the minimum job-related qualifications which an individual needs in order to successfully perform the essential duties and responsibilities of the job

Education Level: (Required): High School Diploma or GED or equivalent experience

(Preferred): Associate's Degree or equivalent job-related experience

Field of Study/Area of Experience: Inbound customer service call center preferred

- 2-5 years of experience in customer service

- Inbound customer service call center experience preferred

Skills, Knowledge and Abilities

• Ability to complete multiple duties with accuracy shifting from one to another with frequent interruptions and competing deadlines
• Well-organized, detail-oriented, and able to handle a fast-paced work environment
• Strong written communication and verbal communication skills
• Team building Skills
• Good interpersonal skills
• Strong computer skills including proficiency with Microsoft Word, Excel, PowerPoint, Access, Outlook, and web-browsers

Environmental & Physical Requirements:

Office / Sedentary Requirements: Incumbent must be able to perform the essential functions of the job. Work is performed primarily in an office environment. Typically requires the ability to sit for extended periods of time (66%+ each day), ability to hear the telephone, ability to enter data on a computer and may also require the ability to lift up to 10 pounds. A detailed Environmental and Physical Requirements document is available in the Total Rewards department.

Additional Information Regarding ASM Job Duties and Job Descriptions:

Job duties include additional responsibilities as assigned by one’s supervisor or other manager related to the position/department. This job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. ASM reserves the right at any time with or without notice to alter or change job responsibilities, reassign or transfer job position or assign additional job responsibilities, subject to applicable law.

Any estimate, schedule, or guideline provided to associates in this job description or elsewhere in connection with their jobs is only intended to help describe job duties and for planning purposes. Regardless of any such estimate, schedule, or guideline, associates must always record all time worked for our company (which includes but is not limited to on-site work time in an assigned store, office, or other work location; required waiting time; administrative time; and work-related travel time).

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of associates so classified.

Are you passionate about Service Excellence, Results, Integrity, Entrepreneurial Focus and Leadership: These are our values at Advantage Sales & Marketing LLC. Come learn why “Winning Together” is more than just words on a piece of paper. It is the vision by which we live our mission as an organization: "To create outstanding value for clients and customers through superior sales execution, operational excellence and innovative marketing services."

Advantage Sales & Marketing LLC is committed to providing equal opportunity in all employment practices without regard to age, race, color, national origin, sex, sexual orientation, religion, physical or mental disability, or any other category protected by law. As part of this commitment, ASM shall provide reasonable accommodations of known disabilities to enable an applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.