Overview:  Management Science Associates, Inc. (MSA) is a diversified information management company that for nearly half a century has given market leaders the competitive edge in data management, analytics and technology.  We are currently seeking an junior level Customer Support Representative to join the MSA Information Management Solutions (IMS) division which has been offering data and insight solutions to the Consumer Package Goods industry since the early 1980s. This position will support distributors across the United States, Canada and Puerto Rico.  The successful candidate must have excellent communication skills, both written and oral.  Will demonstrate a strong ability to identify, analyze and solve problems in a fast paced, noisy environment.  Ability to multitask and prioritize workload is a must.

Responsibilities:

• Develop relationships with distributor accounts and manage accounts to ensure timely and accurate data.  Instruct accounts on detailed program requirements and assist in finding ways to ensure compliance while providing excellent customer service.
• Accurately log incoming calls and archive faxes, emails, and other documentation relating to communications with customers using the Contact Management System.
• Research, resolve, and provide follow-up for moderately complex problems with customer data submissions.  Escalate more complex problems to a Senior Customer Support Representative or Lead.
• Perform data file edits to correct errors within established guidelines.
• May represent the Distributor Support Center on a specific project addressing inquiries and requests from internal groups.  Respond to requests submitted by internal groups.  Prepare standard reports using spreadsheets and database systems to fulfill requests and proactively validate systems.
• Attend ongoing training to achieve personal, professional, and technical improvement.