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Title:  Customer Solutions Support Specialist

Location: 

Dublin, OH, US, 43016

Company:  Univar Solutions USA Inc
Requisition ID:  25099

The Customer Solutions Support Specialist will support their team leader to assist with development of the CSR team by supporting functions including ‘order-to-delivery processes’ for accounts within the regional team. Will train and coach through escalations, reporting, workload analysis and other functions related to customer solutions.

 

The Customer Solutions Support Specialist will be a role model to UNIVAR SOLUTIONS CSR’s and demonstrate the development of partnerships, the building of both trust and credibility for long-term business growth, the measurement and focus on business profitability, and the unwavering commitment to the culture, values, safety, compliance, financial performance and inventory controls while ensuring our customers receive a world class customer service experience.

 

Responsibilities:

-Works order management for New Customer accounts and orders to ensure successful service deliveries by coaching UNIVAR SOLUTIONS CSR with any issues. Will work closely with various departments within Univar, including but not limited to, purchasing, credit and plants to resolve escalated order issues and delays.

-Mentoring new CSR’s to ensure they receive a great Onboarding experience -Contributes expertise to improve systems and tools, serves as an SAP Power User to other team members.

-Supports the Supervisor monitoring special reports including but not limited to daily, weekly, monthly Metrics reports, BW reports, Unbilled reports, Open billing doc reports, Releasing NCARs, and disputes.

-Provides coaching of team around process, procedures; provides on-going training with individuals and groups in regard to new processes for procedures for the business. Provides direct coaching to UNIVAR SOLUTIONS CSR including but not limited to development plans, leadership development and performance action notice.

-Ensures departmental satisfaction by building key business relationships and consistently delivering value added service; provides a positive and professional customer experience at all times.

-Backs up the Supervisor as an escalation point for regional team members and CSRs.

-Acts as first point of contact for transactional questions and escalated business concerns. Escalates to UNIVAR SOLUTIONS Supervisor/Manager as necessary. This includes participation in the activation of the Univar Solutions protocol during critical periods.

-Communicates customer feedback to management including any signs of dissatisfaction.

-Ensures customer satisfaction by managing key business relationships and consistently delivering on commitments and value; provides a positive and professional customer experience at all times; and is responsible for the Customer Satisfaction metrics used by the business.

-Partners with designated sales team members to foster strong customer relationships in an effort to grow the business; notifies sellers of customer intelligence, inconsistencies in customer behavior and identifies improvement opportunities.

-Works as a liaison with various departments within Univar, including but not limited to, purchasing, credit, plants, Master Data, PLM, and IT to resolve order issues and/or system issues and communicating issue resolutions to the department. -Able to provide root cause analysis and process enhancements to prevent future occurrences of any and all issues.

 

Qualifications: This position is ONLY OPEN to current Univar Solutions Customer Solutions personnel.

A UNIVAR SOLUTIONS- Customer Solutions Support Specialist must be either a current CSR or an exceptional internal Univar Solutions employee that demonstrates advanced to expert levels in systems and the below listed behavioral competencies.

-Minimum of two (2) years of Univar Solutions experience with Prior customer service experience in a business to business (B2B) environment

-Associate or bachelor’s degree preferred but not required. A combination of education and/or experience will be considered for the ideal candidate.


Nearest Major Market: Columbus
Nearest Secondary Market: Dublin

Job Segment: ERP, SAP, Technology