Client Support Representative

SupplyCore Rockford, IL
Job Title: Client Support Representative

Location: Rockford, IL

Reports To: Program Manager

FLSA Status: Exempt

Position Purpose:

* This position serves as the primary contact for SupplyCore customers for the assigned contact. The CSR is responsible for managing and documenting all customer communications and providing daily support to assigned customers through various means of communication. CSR(s) pro-actively monitor customer accounts for potential growth and/or problematic areas using the appropriate tools available while also keeping Operations and Sales personnel apprised of any customer issues. This position partners with the assigned Sourcing Expert(s) to ensure smooth processing of customer orders from quotation through product delivery and any returns or exchanges as necessary. CSR(s) also collaborate with various other departments to provide creative solutions with respect to evolving customer needs.

Essential Functions: This job description is not meant to exhaustively encompass all potential job responsibilities that will be expected of an employee, but rather an overview of the main responsibilities associated with this position. Other duties may be assigned with or without notice. Reasonable accommodations may be made to permit those with disabilities to perform the essential functions of this position

Client Support Representative Duties:

* Identifies customer requirements and SupplyCore services that satisfy those requirements.

* Provides day-to-day communication and problem resolution for all contacts within assigned customer locations.

* Reviews and takes appropriate action to resolve holds, error detection and failed data integrity checks. Releases holds if appropriate or resolves the issue by correcting data or canceling the line.

* Provides supporting documentation for service and large orders to the contracting officer for review. Submits information and reports to the contracting officer when requested.\

* Acts as general scope subject matter expert within assigned contracts. Educates customers on contract restrictions and rules as well as SupplyCores capabilities under each contract. Engages the respective Contract Manager and/or contracting officer for guidance when unsure.

* Identifies opportunities to streamline and improve customer-related workflow and systems. Promotes use of SupplyCore ordering systems for customers without access to CEMAS or other integrated system. Sets up new users and customers in the systems.

* Secures POD and releases hold codes as large orders are completed.

* Initiates and works with others to resolve trouble tickets RMA and credit requests from the customer.

* Processes accounts receivable and accounts payable issues. Works with Quality Manager to identify areas in which a root cause can be identified and eliminates future occurrences.

* Monitors customer trends proactively for declining sales and margins as well as problematic areas and performance deficiencies. Addresses the trends/issues appropriately and promptly.

* Processes incoming service requests from the customer. Schedules supplier site visits and gets customer DD250 document sign off.

Education, Experience, and Skill Requirements: any combination of equivalent education and work experience will be considered

Minimum Education

* Bachelors degree in business or equivalent experience.

Minimum Work Experience

* 5 years experience in a customer service position, 2 customer support experience supporting government customers preferred.

Minimum Skill Requirements

* High level of detail orientation and organizational skills.

* Excellent communication skills both written and verbal.

* Proven ability to meet deadlines.

* Proven ability to follow through on details.

* PC proficiency including Microsoft Office software products.

* Must have a valid drivers license and be able to pass a driving record and government security clearance background check.

* Must have a solid work history with a reputation of being punctual and dependable.

* Must be able to multi-task.

Physical Demands: The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, push, pull or otherwise move objects, including the human body.

* This individual in this position will be required to regularly communicate with internal and external customers to answer/ask inquiries, negotiate pricing, and perform other job related tasks. Must be able to exchange information clearly and accurately in all situations.

* Must be able to remain in a stationary position at workstation the majority of the time

* This position requires the majority of the time to be spent in front of a computer screen. Must be able to accurately perceive and identify sensitive employee information.

Work Environment: The work environment characteristics described here are representative of those the employee encounters while performing the essential functions of this position.

* Exposure to an open floor, indoor office environment; expect regular staff interaction and interruption throughout the workday.

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