Overview: Management Science Associates, Inc., (MSA) is a diversified information management company that for over half a century has given market leaders the competitive edge in data management, analytics and technology. We are seeking an experienced Customer Support Representative I to join the MSA IT/OPS division which has been offering data and insight solutions to the Consumer Package Goods industry since the early 1980s.
Answer and evaluate incoming telephone calls, voice mail, email, faxes and internal requests from external and internal customers with distributor data related inquiries 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 basic and routine problems with customer data submissions. Escalate more complex problems to a Customer Support Representative II or Senior Customer Support Representative. Notifies Supervisor when an incident or situation may require escalation to a higher level.
Perform data file edits to correct errors within established guidelines
Respond to inquiries and resolve issues regarding brand and store matching misalignments
Attend ongoing training to achieve personal, professional, and technical improvement
Associate’s degree in Business Administration, Communications or related field, or equivalent experience. Languages are highly desired, in particular, French and Spanish
Customer service oriented with ability to maintain good relationships with distributors and clients
Attention to detail and ability to maintain detailed records of all inbound/outbound communications
Beginner ability to diagnose and solve problems in cooperation with other CSR and CSR II
Ability to understand the basics of the file processing methods
Ability to remain calm in stressful situations
Takes full ownership and accountability for their work
Knowledge of Windows operating system and basic knowledge of MS Office applications
Good communication skills, both written and oral to be able to resolve issues in a prompt and helpful manner
Organizational, problem solving, and time management skills
Basic understanding of information technology systems and processes
Ability to multi-task
Must be able to work in a fast paced, noisy environment and cope with frequent interruptions