Customer Service Coordinator

Responsible for the Customer Service functions for all assigned lines.

This position is advertised as remote; however, candidates residing near our office hub locations will be required to adhere to a hybrid work schedule. Under this arrangement, employees will work from home on Mondays and Fridays and will be expected to work in the office from Tuesday through Thursday .

RESPONSIBILITIES

• Receive order issues from external parties in a professional manner.
• Resolve issues with knowledge, experience, and research, communicating with internal and external groups as needed.
• Update order in order system as necessary.
• Review dashboard for alerts on a daily (hourly) basis.
• Escalate unresolved issues to appropriate parties, including Business Managers, Customer Managers, etc.
• Escalate issues to Customer Service Specialist/Supervisor as needed (i.e. bypass order validation).
• Perform resolution procedures outlined in static help file.
• Investigate rules engine failures and determine appropriate course of action.
• Escalate all unresolved rules engine issues to Customer Service Supervisor.
• Fill out rules engine request and submit to Customer Service Supervisor.
• Maintain client/customer criteria for handling orders.
• Update and maintain current information on prices. Ensure Sales Data Coordinator is notified on a timely basis.
• Responsible for filing documents according to Acosta policy.
• Maintain excellent working relationships with Customers, Clients and co-workers.
• If applicable, assist with Customer Replenishment (CRP/VMI). Maintain inventory data, enter order in Becton Schantz and send to customer. Manage CRP order process through delivery, as required.
• Perform special assignments for the company and/or branch and/or department as needed.
• Meeting the physical requirements – listed below
• Other duties as assigned

Education

• High School Diploma/GED
• Associate Degree
• Formal Customer Service Training Preferred.

Work Experience

• Two years of business process solutions, customer service, and/or administrative experience.
• One year of food broker experience preferred.

Knowledge, Skills and Abilities

• Strong interpersonal, organizational and administrative skills.
• Effectively communicate with others.
• Able to operate a calculator, computer, printer, fax machine, telephone, and copier.
• Proficient in MS Office (Word, Excel, and Outlook).
• Proficient in data/order entry and software.
• Possess Becton System technical skills.
• Type a minimum of 60 wpm.

Physical

• Seeing
• Listening

• Salary Range: $24,000.00 – $30,000.00

Acosta and its subsidiaries is an Equal Opportunity Employer

We are committed to providing accommodations for persons with disabilities. If you require accommodation, we will work with you to meet your needs, to the extent required by law.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. Mosaic reserves the right to modify all or part of any job descriptions at its discretion in order to meet and or exceed the needs of the business.