Support Services Specialist - Atlanta, GA, 30313

Position Overview

The Special Services Team's primary accountabilities include handling all requests made by a CCNA Customer disputing their product invoices due to discrepancies such as damaged product, shorted product, or other billing issues. They provide dedicated support for internal sales teams and customers by performing detailed research to determine the validity of claims.

Key Responsibilities

• Building relationships with CCNA facilities, CCNA Finance, Customer Service, Customer Solutions, and NFO to improve customer service and drive down costs
• Adhoc reporting for root cause analysis
• Primary point of contact for Customer Service, Customers, and Finance requesting credits/debits
• Detailed research of claims with CCNA Finance and facilities, and transportation vendors to verify and recommend claim disposition
• Ad hoc projects
• Maintain relationships with shipping facilities, transportation, and CCNA NFO on inventory
• Implement changes to current processes involving management, shipping facilities, transportation, and finance
• Evaluate, suggest, and work with the Manager to reduce customer order issues recognized through the credit process; recommend systems and process improvements for Product Order Management by evaluating customer trends
• Understand complex customer requests and determine the root cause to drive process improvements

Required Qualifications

• High School Graduation
• Customer Service experience
• SAP & SAP IC
• AP/AR
• Transportation experience
• Written and verbal communication skills
• Problem Solving
• Customer Relationship Management
• Microsoft Office

Preferred Qualifications

• Undergraduate degree in Business Administration, Logistics, Supply Chain, or equivalent work experience
• 3 years of Customer Service experience
• 2 years of Supply Chain experience
• Proven track record in customer relationship management including handling customer issues, analyzing opportunities, and providing system and process solutions that meet or exceed customer expectations
• Proven operational experience
• Excellent communication skills