Customer Service Specialist
hace 3 días
Memphis
Job Description At Conectiv Supply Chain Solutions (SCS), we specialize in delivering seamless, end-to-end supply chain solutions that propel your business forward. With a strong presence in Guadalajara, Nashville, Memphis, Poland, Australia, Mexicali and Rugby, our global capabilities allow us to execute third-party logistics (3PL) solutions with precision and efficiency. We leverage decades of proven expertise to tailor and scale solutions that meet the unique needs of your business, ensuring streamlined operations and exceptional customer satisfaction. Our journey began in the optical disc manufacturing industry, where we honed our skills in precision manufacturing, packaging, and distribution. As the market evolved, so did we. Today, Conectiv is at the forefront of logistics innovation, offering cutting-edge warehousing and transportation solutions that integrate advanced automation and flexible operations. Our team of skilled experts is dedicated to redefining industry standards and pushing the boundaries of what’s possible in supply chain management. From warehousing and fulfillment to complex project management and returns handling, we can provide comprehensive solutions that drive growth and efficiency for your business. In addition, SCS has successfully optimized its injection molding business and supply chain services by implementing a clear diversification strategy including establishing Vinyl production manufacturing, packaging and distribution in North America as well as expanding and delivering high-impact commercial print solutions. Mission: Leveraging on their diverse background and expertise, the Executive Leadership Team leads Conectiv’s ambition through engaging all Conectiv Teams across business units and geographies through a journey of innovation, operational excellence, and inclusion. We are dedicated to seamlessly link our clients with their customers and end consumers through a versatile range of manufacturing, distribution, and logistics solutions. At Conectiv, we believe our growth and innovation will be enhanced with diversity. Therefore, as we expand our realm of possibilities, we are committed to an equitable and inclusive culture that reflects the dynamic world around us. We are continuing to build and maintain working environments where each employee is comfortable being their authentic self and feels respected for who they are. We know great things happen when teams from different backgrounds, geographies, cultures, and human experiences collaborate as such, we’ve engaged employees globally across various departments and positions in organizational committees aimed at propelling the company forward. Three examples of this are our Women’s Leadership Network, Business Ethics Panel, and Communication and Recognition Strategy committees. Check us out at . Summary The Customer Service Specialist is responsible for delivering exceptional support to customers by responding to inquiries timely, resolving issues, and ensuring a positive experience for external customers and internal customers in all departments and levels of management. This role requires strong commitment to customer satisfaction and coordination across various channels, including phone, email, and chat. Essential Functions Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. • Act as a key liaison for assigned customer accounts, ensuring consistent and professional communication., • Foster, build, and maintain strong relationships with internal teams and external clients by providing timely updates and managing expectations effectively., • Support the execution of customer service level agreements by coordinating with cross-functional departments., • Track order and production timelines, proactively communicating status updates or potential delays to customers., • Manage the preparation of performance metrics and reports related to order accuracy, delivery timeliness, and customer satisfaction., • Lead customer calls and periodic business reviews, contributing insights and updates., • Investigate and resolve customer inquiries and issues in collaboration with relevant departments., • Gather and analyze data from internal systems to maintain accurate records and support reporting needs., • Review customer orders to assess inventory availability and coordinate fulfillment., • Communicate and interpret customer forecasts to ensure operational delivery of resources., • Responsible for coordination of special project requirements to internal teams., • Collaborate with Process Integration to ensure seamless new customer onboarding and coordinate User Acceptance Testing (UAT) for existing and new clients., • Escalate operational issues that may impact order processing, shipping, or customer experience., • Prioritize daily workload and coordinate with internal partners to ensure timely execution., • High School diploma required. Some college courses preferred; or equivalent combination of education, training and experience, • Minimum 3-5 years of customer service experience, • High degree of proficiency in MS Office 365, especially Excel, and WMS applications, • Distribution and/or supply chain experience a plus, • Excellent professional level written and verbal communication skills - ability to interface and communicate effectively with multiple functional groups, geographic regions, diverse cultures, and different levels of internal and external client organizations., • Must be detailed oriented and have effective time management, team building, decision making, analytical and problem-solving skills., • Excellent interpersonal skills with the ability to professionally interact and elicit cooperation from a wide variety of sources, including upper management, clients, other departments, and interact with various work behavior styles., • Experience and comfortability managing difficult or emotional customer situations and responding promptly to customer needs, • Excellent judgment and capacity to deal with problems involving multiple variables and pressures, including conflict resolution LEVEL Relationship Building/Integrity Advanced Communication skills Advanced Problem Solving Accomplished Collaboration Accomplished Detailed oriented Advanced Supervisory Responsibility This job operates in a professional, open office environment with frequent interruptions. This role routinely uses standard office equipment such as laptop computers, phones, photocopiers, filing cabinets, and smartphones. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. While performing the duties of this job, the employee is regularly required to communicate (verbal/written), converse with, and exchange information with others. The employee is frequently required to remain in a stationary position for long periods of time; occasionally, move between their workspace and office machinery. The person in this position must operate a computer and other office machinery such as a copy machine, printer, calculator; pull/retrieve/file documents in a filing cabinet. Must spend long hours in intense concentration. May need to position oneself to move between tight, high, or low spaces. In addition, this position requires the ability to occasionally move throughout a warehouse environment, including standing and walking for extended periods. Seeing abilities required by this job include detecting/identifying/recognizing/inspecting objects close to the employee, within a distance, peripherally, depth perception, and the ability to adjust focus. Travel Travel is not expected for this position. Other Duties Please note this Job Profile is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties and responsibilities may change at any time with or without notice. CONECTIV IS AN EQUAL OPPORTUNITY EMPLOYER Conectiv complies with all Federal, State and Local law prohibiting discrimination on the basis of race, religion, creed, color, national origin, ancestry, medical condition (including genetic characteristics), mental and/or physical disability or handicap, marital status, sex, age, veteran status, citizenship status, sexual orientation, gender identity, political party preference, political belief, socioeconomic status, familial status, registered domestic partner status, military service, pregnancy, childbirth and related medical conditions and any other characteristic or activity protected by federal, state or local law. Monday through Friday, 8 am to 5 pm.