Customer Support Specialist

Job Description:

The Customer Support Specialist deals with all levels of external customer contact, as well as internal contacts in other supporting business functions as appropriate (i.e., accounting, credit, transportation, planning, information technology, etc.). The individual must be self-motivated yet function successfully within a team environment.

Duties and Responsibilities:

1. Function as the primary customer contact for the bottler locations
2. Ability to use creative out-of-box thinking to ensure all customer needs are met
3. Accountable to gather and communicate pertinent information to enable CSI to make solid business decisions
4. Accurately input closure orders in ERP system
5. Execute customer order changes in ERP system, and all necessary internal communication
6. Initiate troubleshooting of customer complaints and oversee process through resolution with customer
7. Responsible for providing input to National Account Manager regarding changes which might impact 30-day forecasting
8. Accountable for pro-active calls to gather necessary information to enable CSI to make solid business decisions
9. Identify volume/product demand for planning
10. Responsible to gather information for customer credit checks
11. Administer/monitor rebates and/or amortizations to uphold terms of contract
12. Coordinate with AR in unadjusted item resolution and collections
13. Identify areas for process improvements/monitor goals with supervisor
14. Adhere to CSI’s import/export compliance policy and requirements while performing all activities of a CSS
15. Review CSI’s compliance website for procedures/SOP/guidelines that will assist them in properly performing their function
16. While traveling on company business, will uphold CSI’s travel policy and will report any potential problems to CSI’s Compliance Liaison
17. Regular and reliable attendance and punctuality
18. Use of appropriate PPE equipment/clothing when at manufacturing/bottling locations

Supervisory Responsibilities: No