Description:Position OverviewThe Customer Service Specialist plays a key role in supporting sales growth and customer satisfaction by managing orders, resolving issues, and collaborating across departments. This role requires ownership of the customer experience from order placement through resolution.Main ResponsibilitiesThe following reflects management’s definition of essential functions for this job, but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.Process customer purchase orders via email, phone, or EDI in accordance with established proceduresMaintain full ownership of orders from initiation to completionMaintain customer files in accordance with client policy.Perform direct verbal and written communication with customers.Independently resolves customer issues with other departments such as planning, shipping, purchasing, marketing, sales, IT and contract and pricing.Takes initiative to develop, resolve and implement process improvements that enhance the organizations capability to deliver timely and effective customer service in area of expertise.Follow up and resolve order discrepancies, credit holds, training requirements, and product availability issues with guidance from leadershipCommunicate order status, expected release dates, and requirements to customersProvide timely inventory status updates to customers and internal teamsObtain necessary approvals, issue and track returns, and ensure credits are processed per proceduresCollaborate with customers to expedite returns and ensure resolutionWork on process improvement initiatives and special projects under the supervision of the Customer Service Lead, Supervisor, or ManagerHandle moderately complex issues and facilitate resolution, including identifying root causes to prevent recurrenceMaintain accurate customer files and documentationLeads project cross-functionally when requiredProcess with direction credit requests, debit memos, exceptions to policy, product allocation and other areas that may impact the balance between customer satisfaction and cost efficacy.Communicate effectively with internal departments including planning, shipping, purchasing, marketing, sales, IT, and pricingDemonstrates the ability to work in a team environment create/updates client procedures as required create/modifies customer accounts may perform other duties as assigned.Train team members in areas of expertise and contribute to procedure updatesResponsible for achieving and maintaining client goals and KPIsRequired QualificationsHigh School Diploma or GEDMinimum of 2–3 years of experience in customer service or a related fieldStrong written and verbal communication skillsExcellent organizational skills and attention to detailAbility to manage multiple tasks and work independentlyStrong interpersonal and problem-solving abilitiesAbility to work in a fast-paced, team-oriented environmentReliable attendance and punctualityPreferred QualificationsRequired SAP experienceAdditional InformationWork Environment: Continuous sitting (8 hours/day), keyboard use (=90% of workday)Notes:Shift: Monday – Friday, 8:30 AM to 5:00 PM VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status
Description:Position OverviewThe Customer Service Specialist plays a key role in supporting sales growth and customer satisfaction by managing orders, resolving issues, and collaborating across departments. This role requires ownership of the customer experience from order placement through resolution.Main ResponsibilitiesThe following reflects management’s definition of essential functions for this job, but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.Process customer purchase orders via email, phone, or EDI in accordance with established proceduresMaintain full ownership of orders from initiation to completionMaintain customer files in accordance with client policy.Perform direct verbal and written communication with customers.Independently resolves customer issues with other departments such as planning, shipping, purchasing, marketing, sales, IT and contract and pricing.Takes initiative to develop, resolve and implement process improvements that enhance the organizations capability to deliver timely and effective customer service in area of expertise.Follow up and resolve order discrepancies, credit holds, training requirements, and product availability issues with guidance from leadershipCommunicate order status, expected release dates, and requirements to customersProvide timely inventory status updates to customers and internal teamsObtain necessary approvals, issue and track returns, and ensure credits are processed per proceduresCollaborate with customers to expedite returns and ensure resolutionWork on process improvement initiatives and special projects under the supervision of the Customer Service Lead, Supervisor, or ManagerHandle moderately complex issues and facilitate resolution, including identifying root causes to prevent recurrenceMaintain accurate customer files and documentationLeads project cross-functionally when requiredProcess with direction credit requests, debit memos, exceptions to policy, product allocation and other areas that may impact the balance between customer satisfaction and cost efficacy.Communicate effectively with internal departments including planning, shipping, purchasing, marketing, sales, IT, and pricingDemonstrates the ability to work in a team environment create/updates client procedures as required create/modifies customer accounts may perform other duties as assigned.Train team members in areas of expertise and contribute to procedure updatesResponsible for achieving and maintaining client goals and KPIsRequired QualificationsHigh School Diploma or GEDMinimum of 2–3 years of experience in customer service or a related fieldStrong written and verbal communication skillsExcellent organizational skills and attention to detailAbility to manage multiple tasks and work independentlyStrong interpersonal and problem-solving abilitiesAbility to work in a fast-paced, team-oriented environmentReliable attendance and punctualityPreferred QualificationsRequired SAP experienceAdditional InformationWork Environment: Continuous sitting (8 hours/day), keyboard use (=90% of workday)Notes:Shift: Monday – Friday, 8:30 AM to 5:00 PM
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