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 a Customer Support Lead 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. This position will develop and maintain excellent relationship with the top wholesale accounts that participate in our clients trade programs. The successful candidate must have the ability to provide exceptional customer service with excellent communication skills, and 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.
Develop and maintain relationships with distributors enrolled in programs 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. Assist and mentor other customer support representatives.
Accurately log incoming calls and archive faxes, emails, and other documentation relating to communications with customers using the Contact Management System. Monitor and train other customer support staff on new features and methods for performing tasks.
Research, resolve, and provide follow-up for complex problems with customer data submissions. Document, communicate and implement solutions to avoid problem reoccurrence. Escalate problems to appropriate internal Client Service or Operations group when necessary. Support customer support staff when necessary. Communicate with distributors regarding complex issues that are unable to be resolved by customer support staff.
Perform data file edits to correct errors within established guidelines. Assist other customer support staff with decision making and provide assistance with edits.
Responsible for ensuring that all internal requests assigned are completed in a timely manner. 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. Recommend strategies to reduce reoccurring problems.
Create and maintain detailed documentation and adhere to standard operating procedures. Audits existing processes and identifies inefficiencies and gaps. Make recommendations for process improvements. Ensure all processes are documented, current, and stored according to group requirements.
Use project management skills to effectively complete detailed project plans by identifying tasks, deliverables, and assignments.
Attend ongoing training to achieve personal, professional, and technical improvement.
Train and mentor team members on an ongoing basis to ensure compliance of standards and protocols. Communicate wholesale accounts concerns, questions, etc. to the entire division and to clients.
Responsible for assigned project work, which may include personnel management associated with the project. May be responsible for immediate and direct supervision of employees including goal setting, career growth, evaluations, and other personnel matters. Escalate any issues that require senior management attention to resolve.
Participate in the planning and implementation of strategic and cascading goals for assigned areas of responsibilities. Meet with management on a regular basis to review, update and monitor progress of goals. May be responsible to schedule regular meetings with team members to review, update and manage progress of goals.
Effectively manage and/or provide leadership on complex projects. Set priorities and balance resources across project and ensure back-up and succession plans are in place.
Design and enforce data integrity checks, set priorities, and ensure accurate and timely delivery to the client. Proactively identify and solve business and technical problems.
Bachelor’s degree in Business Administration, Communications or related field, or equivalent experience
Minimum six years of related experience, with demonstrated abilities in project planning and project management
Advanced level capabilities with Windows operating system and advanced to expert knowledge of MS Office applications
Strong communication skills, both written and oral, including the ability to translate and present technical and analytical issues
Ability to resolve issues in a prompt and helpful manner
Ability to communicate and coordinate work across functional areas within the division
Expert data analysis and problem solving skills
Expert knowledge of distributor and retailer business practices, in particular, inventory, warehousing and distribution processes
Advanced understanding of information technology systems and processes
Advanced understanding of database concepts, structure, and querying techniques
Strong organizational and interpersonal skills
Ability to multi-task
Effective time management skills
Ability to work independently and to adapt to consistently changing priorities
Adherence to, and demonstration of, organization and division core values
Customer-service oriented, with the ability to translate and converse about technical and analytical issues to technical and non-technical contacts
Advanced ability to identify data anomalies, understand why there is an anomaly and resolve the issue that is associated with the problem
Ability to understand data factory concept and methodology
Ability to effectively work with personnel on all levels
Ability to manage resources on assigned projects; identify needs of the group and work with management to identify resources to fill identified needs
Knowledge and understanding of database structures
Ability to understand and resolve client issues
Ability to interact with members in a team environment
Takes full ownership and accountability for their work