Customer Care Specialist Establishment: Dallas, TX # of openings: 1
Description
PURPOSE OF POSITION Responsible for assisting agencies and customers with a broad range of customer service needs including project management, order management, product interpretation and validation and systems and process support. This position acts as a hub for service, coordinating efforts with resources across company functions as required for full service capabilities. Collaborate with Revenue Realization, Product Value Streams, Focus Factories, Quotes Managers, Sourcing, Distribution, and sales management in order to meet the needs of the customer. Applies specialized product knowledge as needed for service solutions. Proactively maintains ongoing relationships with key customers and interfaces with sales staff on a regular basis. KEY RESPONSIBILITIES 1 - Provide agents / customers with direction and support. Collaborate with other functions of the organization to provide solutions and accurate information to fulfill and complete the order cycle. 2 - Proactively monitor order backlog, researching solutions and coordinating with the proper functions to identify issues, then execute corrective actions to minimize the impact. 3 - Manage pre-activation cycle time within 1-1/2 day period. Monitor order for exceptions & holds to ensure that orders do not get held up. 4 - Develop & continually expand a comprehensive understanding of the components of the Order Fulfillment Cycle to include the ordering process, product interpretations, lead-time management, system order rules, scheduling & manufacturing objectives, product flow through distribution, tools for managing service impacts and credit guidelines. Develop and continually update a broad knowledge of product marketed within the ABL Business Units. Continually manage KPI's.
