Customer Service Administrator

On Shelf Marketing Group - Cincinnati is a Faith Based Full-Service Broker specializing in Kroger (Customer). The ideal candidate will exhibit high standards, excellent communication skills, and have an ability to take initiative, and prioritize daily tasks. A strong ability to take charge and meet tight deadlines will ensure your success in this multi-faceted role. This is NOT a REMOTE Position.

COMPANY ROLE:

The Customer Service Administrator (CSA) is responsible for the customer service processes of the company in accordance with OSMG, client and customer policies and procedures. The Customer Service Administrator (CSA) will communicate with internal and external business partners and act as a problem solver/agent for change to provide high quality service to clients and make continuous improvements in customer service issue processing.

RESPONSIBILITIES:

ü  Maintain a professional working relationship with the Client's Logistics/Orders team.

ü  Resolve any customer service issue(s) with knowledge, experience, research, and communication with internal or external business partners.

ü Accurately process, update and maintain Orders in the Broker order system based on OSMG, Kroger, and the Client policies and guidelines.

ü  Ability to Educate Client(s) on Kroger’s Policies, Procedures, and Systems.

ü  Maintains a high level of proficiency in OSMG, Kroger, and the client’s, policies, and procedures. 

ü  Uses problem solving and analytical skills to Confirm, Process, and Follow-up on orders in accordance with OSMG, Kroger, and client policies and procedures.

ü  Attend meetings with Managers and Clients as requested.

ü  Maintaining accurate notes while processing orders and reconciliation of invoices.

ü  Achieves a level of productivity that meets or exceeds expectation.

ü  Proactively manages work to meet Kroger and Client deadlines.

ü  Reports and provides solutions for operational obstacles that delay work completion

ü  Effectively communicates with internal and external business partners on a regular basis to build relationships and provide value added services and solutions.

ü  Works with BM, ABM, and the client to identify the root cause and resolve customer service issues to increase quality, efficiency and prevent future errors.

ü  Ask for assistance from SCSA (Sr. Customer Service Administrator) with any complex customer service issues with internal and external customers.

ü  Perform various additional tasks as needed.

CHARACTERISTICS REQUIRED:

ü  To treat your word as your vow by always doing what you say you will do when you say you will do it.

ü  To always represent OSMG in an ethical and professional manner.

ü  To treat all internal and external business partners with respect and appreciation.

ü  To exceed OSMG and client assigned performance objectives.

ü  Organized and Administratively Thorough

ü  Resourceful / A Problem Solver

ü  Highly Motivated / Flexible

ü  Effective Under Pressure

ü  Effective Communicator / Great Listener

KNOWLEDGE REQUIRED:

ü  Good basic computer operations knowledge.

ü  Proficient in Microsoft Windows; Excel, Outlook, and Word.

ü  Customer Service etiquette.

SKILLS REQUIRED:

ü  Ability to solve problems while being sensitive to the client’s needs

ü  Ability to develop effective and thorough instructional training materials

ü  Ability to Navigate:  Computer Storage Drives, Networks, & Cloud

ü  Ability to make everyone feel respected and appreciated.

ü  Ability to take ownership of assigned business.

ü  Ability to help team members when needed.

ü  Ability to anticipate needs, prioritize, plan and organize workload.

ü  Ability to negotiate “win-win” situations for our customers and principals. 

ü  Ability to use on a proficient level various Microsoft Office Suite (i.e. Excel, PowerPoint, Word, etc.).

ü  Ability to communicate in person or via meeting portal with internal and external business partners.

ü  Exceptional organization and time management

ü  Excellent documentation and follow through

ü  Excellent oral and written communication