The Operations Specialist Customer Service will be responsible for providing outrageous customer service while resolving customer concerns within an assigned product segment. He/She will be the primary liaison between Company suppliers and customers to drive service and quality.

Job Description:

The Operations Specialist Customer Service will perform all or some of the following Job description:

• Act as a liaison between customers and suppliers to resolve customer service concerns that are in line with outrageous service

• Provide exceptional customer service to internal and external customers through a focus on quality and timeliness of resolution for a designated product segment

• Initiate quality improvement strategies and projects to minimize the number of customer service concerns that are reported; collaborate with other internal departments as needed

• Drive supplier performance through the use of escalation and contract enforcement to meet performance benchmarks for the timeliness of resolution for customer concerns

• Provide assistance to our Customer Care team as needed, serving as a backup to provide instant customer service to our customers that require immediate action

• Maintain expertise within a designated product segment in order to troubleshoot as necessary, identify chronic product issues and take action to improve

• Use reporting resources to analyze performance and engage suppliers to reach specific service benchmarks

• Manage large-scale product concerns that require specialized management including safety incidents and recall situations.

• Previous customer service experience strongly preferred
• Demonstrated ability to provide strategic resolutions that are prompt and logical
• Self-motivated to set goals and achieve results
• Exhibit high-energy with a positive attitude, proving a desire to succeed
• Computer proficiency in programs including Microsoft Word, Excel and Outlook
• Demonstrated typing speed of 40 WPM or higher
• Ability to use systems and technology to multi-task, manage time and create efficiencies
• Proven track record of strong written and verbal communication skills
• Assertive and strong willed – not easily intimidated
• Sense of urgency to handle situations with priority.