Customer Service Specialist
Job Title: Customer Service Specialist
Location: Columbus, OH – Onsite – Local candidates only
Period: 10/07/2024 to 10/07/2025, with possibility of extension
Hours/Week: 40 hours (Hours over 40 will be paid at Time and a Half)
Rate: $26/hour
Contract Type: W-2 only
Scope of Services:
The Customer Service Specialist plays a crucial role in supporting phone staff by addressing escalated customer inquiries related to organizational products or services. This position requires in-depth knowledge of multiple products and services to provide accurate information, especially regarding customer accounts and billing. It does not involve technical support for computer technology. Working under limited supervision, the Customer Service Specialist utilizes subject matter expertise in internal Customer Support (Non-Technical) to manage customer telephone queries, aiming to clarify, orient, and resolve detected issues effectively.
Role, Responsibilities & Deliverables:
- Customer Representation: Act as the customer representative within the supply chain, ensuring their needs and concerns are effectively communicated and addressed.
- Shipment Management: Oversee the shipment of products from manufacturing and distribution locations in the Americas to Abbott affiliates and direct customers worldwide.
- Product Allocation: Allocate products efficiently to maximize container utilization and minimize transportation costs.
- Communication Handling: Ensure prompt, accurate, and efficient communication regarding shipments and other relevant business aspects.
- Performance Monitoring: Monitor key performance indicators for the responsible area, perform root cause analysis, and develop and implement corrective action plans to enhance performance levels.
- Master Arrivals Schedule (MAS): Maintain the MAS to ensure replenishments meet market demand and safety stock targets.
- Continuous Improvement: Identify and implement continuous improvement initiatives to enhance the overall effectiveness of the supply chain, increase customer service, and reduce operating costs.
- Requirement Maintenance: Maintain customer and shipping requirements, including system parameters, policies, and procedures.
- Relationship Management: Develop and maintain effective working relationships with all internal and external supply chain partners.
Accountability
- Logistics Understanding: Must have a thorough understanding of the logistics role within the supply chain.
- Decision-Making: Able to make informed decisions regarding product distribution to ensure cost-effective transportation and timely delivery.
- Proactive Issue Resolution: Proactively identify and communicate issues affecting on-time delivery to the market and resolve day-to-day customer service-related issues with minimal support.
Experience
- Education: Bachelor’s degree preferred in Logistics Management, Supply Chain Management, Business Administration, or a related field.
- Experience: 1-2 years of experience in two or more of the following areas: customer service, international supply chain operations, transportation management, project management, or planning.
Skills:
- Organizational Skills: Must possess excellent organizational and follow-up skills with a high sense of urgency.
- Teamwork: Demonstrated ability to work effectively in a global environment as a team player.
- Communication: Excellent written and oral communication skills to facilitate information flow across internal and external supply chain customers.
- Negotiation and Conflict Resolution: Recommended skills to ensure timely and cost-effective solutions to supply chain issues.
- Innovation: Initiative and innovative skills to identify and implement business process improvements.
- DRP and Planning Systems: Must have a good understanding of Distribution Requirements Planning (DRP) and planning systems.