Customer Service Agent

Customer Service Analyst – Systems, Training, Quality

The position is responsible for ensuring Customer Satisfaction being their contact regarding such matters as master customer set up, processing orders, pricing, shipping and troubleshooting.

 

• Assist with developing process improvements
• Assist with performance evaluations and reports for Productivity and Quality
• Support the processing of orders that fail in EDI
• Develop and implement improvements to current processes within EDI, SAP, and Data Maintenance.
• Assist with troubleshooting and creating tickets for EDI, SAP, and system issues. Take the self-directed lead in analyzing system incident reports, performing root-cause analysis, assessing alternatives, and implementing a solution
• Work with the EDI team to set up new customers and work thru errors in production for EDI customers.
• Work with SAP & EDI teams when system issues arise.
• Participate and assist in special IT projects. Provide input about business and customer needs and requirements. Perform UAT to ensure all requirements are met. Tests system connections with internal/external customers.

 

Required Skills:

• 5+ years as a DRiV customer service representative
• Mastery of processes and SAP
• Participation on internal audit team preferred
• Outstanding communication skills including conflict management
•  Ability to draw conclusions from subjective data
• Project management

 

 Required Experience:

• Associates Degree in Business or equivalent experience considered.
• Advanced computer skills.
• Must be able to lift up to 50 lbs. and stand for extended periods
• Manual dexterity for computer work.

We are an equal opportunity employer. Employment selection and related decisions are made without regard to gender, race, age, disability, religion, national origin, color, gender identity, sexual orientation, veteran status or any other protected class