Customer Support Specialist (Part Time) - Aequor Technologies LLC
Golden Valley, MN 55426
About the Job
CUSTOMER SUPPORT SPECIALIST (Part-Time)
LOCATION: Minneapolis, MN (Hybrid - must be available to come onsite at least 1 x week)
SCHEDULE: PT, 30 hours/week (Mon-Thurs, 7.5 hours/day)
*GMI WILL PROVIDE LAPTOP FOR THIS ENGAGEMENT*
OVERVIEW:
Customer Support Specialists primarily will support NAF sales organization with customer requests submitted via CIRP (Customer Information Request Process) or CARE (Complaint Awareness, Resolution & Escalation); customer inquiries, requests related to technical, policy, product, and customer complaints. Utilizes internal resources, processes, and products to ensure CIRP and CARE responses adhere to *** policy.
KEY ACCOUNTABILITIES:
" Facilitates investigation of Foodservice customers / Distributor complaints
" Maintains complete documentation of the resolution process and provide response to GMI Sales team and/or Customers.
" Provides clear, complete, and accurate data collection and input to our CRM tool for reporting.
" Provide credit authorization documentations to ICS and sales team for processing and to issue credit to the customer.
" Provide guidance/assistance to vendor agents that manage NAF related calls and store reports (complaints submitted by retail stores that involved consumers). This will ensure Foodservice related calls and store reports are managed accurately and timely.
" Manage and answer questions from the field sales team related to product, policy, or our manufacturing plants.
" Serves as the point of contact between sales and business partners.
" Maintain statements and responses in CIRP.
" Complete customer specific forms
" Maintain customer product detail ports (i.e., GORP - Trader Joe's Product Detail Port & PLM for US Foods)
" Maintains a cloud-based supplier management site (Tracegains) to provide select customers with documentation on products, policies, and plant information.
REQUIRED SKILLS/EXPERIENCE:
" High school diploma
" 3-5 years relevant customer support experience
" Strong written and verbal communication skills
" Must have strong PC skills with working knowledge of Microsoft Word and Excel
" Knowledge/understanding of CIRP/CARE processes or customer care and resolution
processes.
" Exhibits sound judgment in handling confidential matters and information.
" Ability to learn and adapt to new internal tools and platforms as needed.
" Demonstrated skill at responding to demanding, difficult, or sensitive issues.
ADDITIONAL SKILLS/EXPERIENCES:
" Strong collaborator; able to quickly track down answers for community questions.
" Ability to be flexible and work with ambiguity; self-directed.
" Provide innovative thought leadership and advice to team and internal partners.
" Ability to recognize any problems, trends and serious or unusual matters of significance.
" Demonstrates strong people skills, bias for action, and attention to detail.
" Ability to prioritize a variety of demands and projects.
LOCATION: Minneapolis, MN (Hybrid - must be available to come onsite at least 1 x week)
SCHEDULE: PT, 30 hours/week (Mon-Thurs, 7.5 hours/day)
*GMI WILL PROVIDE LAPTOP FOR THIS ENGAGEMENT*
OVERVIEW:
Customer Support Specialists primarily will support NAF sales organization with customer requests submitted via CIRP (Customer Information Request Process) or CARE (Complaint Awareness, Resolution & Escalation); customer inquiries, requests related to technical, policy, product, and customer complaints. Utilizes internal resources, processes, and products to ensure CIRP and CARE responses adhere to *** policy.
KEY ACCOUNTABILITIES:
" Facilitates investigation of Foodservice customers / Distributor complaints
" Maintains complete documentation of the resolution process and provide response to GMI Sales team and/or Customers.
" Provides clear, complete, and accurate data collection and input to our CRM tool for reporting.
" Provide credit authorization documentations to ICS and sales team for processing and to issue credit to the customer.
" Provide guidance/assistance to vendor agents that manage NAF related calls and store reports (complaints submitted by retail stores that involved consumers). This will ensure Foodservice related calls and store reports are managed accurately and timely.
" Manage and answer questions from the field sales team related to product, policy, or our manufacturing plants.
" Serves as the point of contact between sales and business partners.
" Maintain statements and responses in CIRP.
" Complete customer specific forms
" Maintain customer product detail ports (i.e., GORP - Trader Joe's Product Detail Port & PLM for US Foods)
" Maintains a cloud-based supplier management site (Tracegains) to provide select customers with documentation on products, policies, and plant information.
REQUIRED SKILLS/EXPERIENCE:
" High school diploma
" 3-5 years relevant customer support experience
" Strong written and verbal communication skills
" Must have strong PC skills with working knowledge of Microsoft Word and Excel
" Knowledge/understanding of CIRP/CARE processes or customer care and resolution
processes.
" Exhibits sound judgment in handling confidential matters and information.
" Ability to learn and adapt to new internal tools and platforms as needed.
" Demonstrated skill at responding to demanding, difficult, or sensitive issues.
ADDITIONAL SKILLS/EXPERIENCES:
" Strong collaborator; able to quickly track down answers for community questions.
" Ability to be flexible and work with ambiguity; self-directed.
" Provide innovative thought leadership and advice to team and internal partners.
" Ability to recognize any problems, trends and serious or unusual matters of significance.
" Demonstrates strong people skills, bias for action, and attention to detail.
" Ability to prioritize a variety of demands and projects.
Source : Aequor Technologies LLC
