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.
RESPONSIBILITIES:
- 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
Required Skills
- 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
- Novice ability to diagnose and solve problems in cooperation with other CSR and CSR II
- Ability to understand the basics of the data factory
- 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
- Occasional overtime will be required
Required Experience