Customer Service Specialist – Sheridan IN

Customer Service Specialist

Division: Animal Health
Location: Corporate Office – Sheridan, IN
Reports to: Customer Service Manager
Hours / Week: 40

Job Purpose

Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. The Customer Service Specialist (CSS) will participate in the customer order and fulfillment management process that will drive and support the UAH customer centric quality and service objectives. The Customer Service Operations team will oversee daily customer relationship management issues, process improvements, and collaboration with other areas involved in the customer order and delivery process.

The CSS is involved in the overall positive relationship between the business and its external customers at all times while representing the customer’s perspective throughout the company.

Tasks

  • Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
  • Receive and process all customer orders and associated invoices.
  • Manage all order changes necessary due to production shortages, incomplete information, missing funds and various other reasons.
  • Facilitate customer inquiries and provide solution-based information to internal and external customers.
  • Act as a liaison between external and internal customers – including Sales, Finance, Supply Chain, and Product Management.  Refer unresolved customer issues to designated departments for further investigation.
  • Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
  • Schedule and participate in customer experience meetings to continually identify, develop, and implement consistent processes and procedures from order intake to cash receipt.
  • Identify, maintain, and report on customer experience metrics.
  • Manage the support and training of customer service personnel and customers on the use of available technology platforms (Smart Order, Online Account Management, etc).
  • Monitor all customer escalation issues and assist to improve complex processes by recommending solutions.
  • Make credit decisions within assigned authority, work with customers on payment solutions, and participate in legal and third-party collection cases as necessary.
  • Develop and standardize written policy documentation related to the credit and customer set-up process
  • Support and promote the performance standards and values through positive interactions with both internal and external stakeholders on a regular basis.
  • Support occasional after hours / weekend support escalations as needed for critical accounts.

Work Activities

  • Getting Information
  • Interacting With Computers
  • Communicating with Persons Outside the Organization Communicating with Supervisors,
  • Peers, or Fellow Employees Establishing and Maintaining Interpersonal Relationships
  • Updating and Using Relevant Knowledge
  • Processing Information
  • Organizing, Planning, and Prioritizing Work

Detailed Work Activities

  • Calculate costs of goods or services.
  • Collect deposits, payments or fees.
  • Coordinate operational activities.
  • Discuss goods or services information with customers or patrons.
  • Execute sales or other financial transactions.
  • Maintain financial or account records.
  • Prepare documentation for contracts, transactions, or regulatory compliance.
  • Promote products, services, or programs.
  • Provide notifications to customers or dealers.
  • Refer customers to appropriate team members.
  • Respond to customer problems or complaints.
  • Review customer insurance information.

Work Content

Lifts Weight or Exerts Force Work Environment
The employee is occasionally required to lift up to 25 pounds.

Qualifications

Years of Experience: 2

Education: Associate’s Degree

Degree or Formal Training: Agricultural Economics, Business, or other related major – Or, equivalent professional experience

Additional Information: Bachelor’s Degree preferred

Skills

Basic Skills

  • Active Listening
    Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • Speaking
    Talking to others to convey information effectively.
  • Reading Comprehension
    Understanding written sentences and paragraphs in work related documents.
  • Critical Thinking
    Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • Active Learning
    Understanding the implications of new information for both current and future problem-solving and decision- making.

Social Skills

  • Service Orientation
    Actively looking for ways to help people.
  • Social Perceptiveness
    Being aware of others’ reactions and understanding why they react as they do.
  • Coordination
    Adjusting actions in relation to others’ actions.
  • Negotiation
    Bringing others together and trying to reconcile differences.

Resource Management Skills

  • Time Management
    Managing one’s own time and the time of others.

Desktop Computer Skills

  • Databases
    Using a computer application to manage large amounts of information, including creating and editing simple databases, inputting data, retrieving specific records, and creating reports to communicate the information.
  • Internet
    Using a computer application to create, manipulate, edit, and show virtual slide presentations.
  • Navigation
    Using scroll bars, a mouse, and dialog boxes to work within the computer’s operating system. Being able to access and switch between applications and files of interest.
  • Presentations
    Navigating the Internet to find information, including the ability to open and configure standard browsers; use searches, hypertext references, and transfer protocols; and send and retrieve electronic mail (e-mail).
  • Spreadsheets
    Using a computer application to enter, manipulate, and format text and numerical data; insert, delete, and manipulate cells, rows, and columns; and create and save worksheets, charts, and graphs.

Knowledge

Required

  • Customer and Personal Service
  • Computers and Electronics

Tools

  • Desktop computers

Technology

  • Access software
    Citrix
  • Internet browser software
    Microsoft Internet Explorer
  • Office suite software
    Microsoft Office
  • Presentation software
    Microsoft PowerPoint
  • Project management software
    Microsoft SharePoint
  • Spreadsheet software
    Microsoft Excel
  • Time accounting software
    Kronos Workforce Timekeeper
  • Word processing software
    Microsoft Word

Benefits

  • 401k
  • Clothing/Uniform Allowance
  • Dental Insurance
  • Health Insurance
  • Holidays
  • Sick Leave
  • Vacation

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