Ops Support Resolution Representative-Kentucky
Company Name:
Staples
##
The Resolution Representative analyzes, researches, owns and corrects any order or transaction based issue providing timely resolution for SBD, Contract and Retail pre-paidcustomers. Provide excellent customer service to our internal and external customers. Proactively notify customers on order status and suggest substitutes if necessary. Conduct problem solving of non-stock issues with vendors, distribution, operations, sales, stores, and call centers. Responsible for making sure that all field inquires that are submitted via email, customer service logs or Remedy to the XHD Help desk are responded to.
Job
Responsibilities:
Provide customer resolution on any order or transaction based issues
Provide substitutes when applicable. Research and obtain disposition if necessary
Work with inventory analysts on resolving inventory kill orders
Analyze issues for trends and permanent resolution, report all trends
Communicate system/process recommendations to improve efficiency
Obtain credit authorizations from credit providers on credit held orders
Process credit applications from customers/outside reps
Utilize Sunrise, SBD & Contract, as well as Sunbeam AS400 systems
Log notes in system,resolve urgent logs from the call centers
Work Authorizations, Decline Calls, Urgent Logs, ACD Line, and Credit Applications
Act as a liaison with Credit providers, banks, loss prevention, A/R, sales department and customers to resolve credit and billing issues
Achieve established standards as defined by area
Answer inbound calls and assist customers in various capacities
Attend team meetings to keep updated on account requirements
Participate in cross training
Use AS400 system (Sunrise), Remedy, and MS suite applications. Follow-up on open tickets or Urgent Logs
Utilize Internet Web sites, Webscore, SORT, and SPOT to get vendor information, EDI transmission status, shipping information including bill of ladings, tracking numbers, and proof of deliveries. Ability to adapt to new technologies which promote efficiency
Research and reply to all inquiries in a timely fashion that meet department set service levels
Utilize required third party support for those inquiries that cannot be resolved directly by the XHD resolution team
Work directly with Wholesale Vendors to request returns, POD's, shipping information, and miscellaneous reports
Proactive Call :
All issues are researched and resolved daily. If not resolved, customer is notified
Communicate with customers on orders exceeding defined limits, advise customers when a one-line order is a backorder or cancellation
Notify customers on order status from back order report, work backorder reports on assigned accounts, reorder or cancel items when necessary for items listed on backorder reports for specific accounts
Call end users when required to advise on blocked items ordered
Follow up with end users to ensure that all expected results have occurred
Proactively notify customers from OS&D;, PND/RDL, Scratched, Check in Mail, Leave Behind reports and other miscellaneous reports as necessary
## Qualifications
Qualifications:
6 months of call center experience preferred
Excellent attendance and performance history
Strong interpersonal and communication skills
Must be resourceful, organized, and creative
Ability to work with minimal supervision
Ability to prioritize and respond quickly to the needs of customers
Ability to problem solve and work independently
Solid work history
Possess High School Diploma or equivalent (GED)
Able to pass a criminal background check
Must be available to work 11:30am-8pm Monday-Friday!
Next Training class starts September 29th, 2014!
Training is paid and full-time
You must be able to complete 4-week full-time training class
Job: Customer Service/Contact Centers
Location(s): US-KY-Florence
Schedule: Full-time
Req ID: 904017Estimated Salary: $20 to $28 per hour based on qualifications.
Staples
##
The Resolution Representative analyzes, researches, owns and corrects any order or transaction based issue providing timely resolution for SBD, Contract and Retail pre-paidcustomers. Provide excellent customer service to our internal and external customers. Proactively notify customers on order status and suggest substitutes if necessary. Conduct problem solving of non-stock issues with vendors, distribution, operations, sales, stores, and call centers. Responsible for making sure that all field inquires that are submitted via email, customer service logs or Remedy to the XHD Help desk are responded to.
Job
Responsibilities:
Provide customer resolution on any order or transaction based issues
Provide substitutes when applicable. Research and obtain disposition if necessary
Work with inventory analysts on resolving inventory kill orders
Analyze issues for trends and permanent resolution, report all trends
Communicate system/process recommendations to improve efficiency
Obtain credit authorizations from credit providers on credit held orders
Process credit applications from customers/outside reps
Utilize Sunrise, SBD & Contract, as well as Sunbeam AS400 systems
Log notes in system,resolve urgent logs from the call centers
Work Authorizations, Decline Calls, Urgent Logs, ACD Line, and Credit Applications
Act as a liaison with Credit providers, banks, loss prevention, A/R, sales department and customers to resolve credit and billing issues
Achieve established standards as defined by area
Answer inbound calls and assist customers in various capacities
Attend team meetings to keep updated on account requirements
Participate in cross training
Use AS400 system (Sunrise), Remedy, and MS suite applications. Follow-up on open tickets or Urgent Logs
Utilize Internet Web sites, Webscore, SORT, and SPOT to get vendor information, EDI transmission status, shipping information including bill of ladings, tracking numbers, and proof of deliveries. Ability to adapt to new technologies which promote efficiency
Research and reply to all inquiries in a timely fashion that meet department set service levels
Utilize required third party support for those inquiries that cannot be resolved directly by the XHD resolution team
Work directly with Wholesale Vendors to request returns, POD's, shipping information, and miscellaneous reports
Proactive Call :
All issues are researched and resolved daily. If not resolved, customer is notified
Communicate with customers on orders exceeding defined limits, advise customers when a one-line order is a backorder or cancellation
Notify customers on order status from back order report, work backorder reports on assigned accounts, reorder or cancel items when necessary for items listed on backorder reports for specific accounts
Call end users when required to advise on blocked items ordered
Follow up with end users to ensure that all expected results have occurred
Proactively notify customers from OS&D;, PND/RDL, Scratched, Check in Mail, Leave Behind reports and other miscellaneous reports as necessary
## Qualifications
Qualifications:
6 months of call center experience preferred
Excellent attendance and performance history
Strong interpersonal and communication skills
Must be resourceful, organized, and creative
Ability to work with minimal supervision
Ability to prioritize and respond quickly to the needs of customers
Ability to problem solve and work independently
Solid work history
Possess High School Diploma or equivalent (GED)
Able to pass a criminal background check
Must be available to work 11:30am-8pm Monday-Friday!
Next Training class starts September 29th, 2014!
Training is paid and full-time
You must be able to complete 4-week full-time training class
Job: Customer Service/Contact Centers
Location(s): US-KY-Florence
Schedule: Full-time
Req ID: 904017Estimated Salary: $20 to $28 per hour based on qualifications.
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