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Fulfillment Support Analyst

Fulfillment Support Analyst

Job ID 
2017-2582
Category 
Customer Success
# of Openings 
1
Job Locations 
US-MN-Minneapolis
Posted Date 
9/7/2017

More information about this job

Description

POSITION SUMMARY

 

As the primary contact for customers in production, the Analyst on the Fulfillment Support team is responsible for responding to and resolving customer issues.  This includes engaging with customers via multiple support channels including phone, email, chat and an on-line forum.  Analysts are also responsible for providing customer training, problem identification and resolution, issue escalation, and follow up. 

 

The Analyst is ultimately responsible for providing excellent customer service as measured by customer satisfaction, productivity, and quality measurement processes.  The Fulfillment Support department provides an ideal training ground for learning our business and preparing for future career opportunities within the company. 

 

POSITION RESPONSIBILITIES: 

  • Works as part of the Fulfillment Support team, providing technical support and training for customers via phone, email, chat and an on-line forum during assigned work hours
  • Answers, evaluates and prioritizes requests from customers having questions or experiencing problems with SPS Web-based services and Electronic Data Interchange (EDI)
  • Facilitates problem recognition, research, isolation, resolution, and follow-up for customer problems; referring and escalating the most complex problems to appropriate staff and departments when necessary
  • Logs and tracks customer interactions using a problem management database
  • Responds to and resolves open issues in an appropriate timeframe and maintains historical records and related documentation
  • Participates in peer-training and cross-training initiatives
  • Introduces customers to new SPS products and services
  • Provides excellent customer satisfaction measured by the SPS customer satisfaction process
  • Responsible for helping support our customers globally
  • Performs all other duties and projects as assigned

KEY SKILLS & COMPETENCIES:

  • Customer Focus: makes customers and their needs a primary focus of one’s actions; shows interest in and understanding of the needs and expectations of internal and external customers; meets or exceeds customer expectations
  • Teamwork: participates as an active and contributing member of a team to achieve team goals; works cooperatively with other team members, involves others, shares information as appropriate, and shares credit for team accomplishments
  • Flexibility/Adaptability: openness to different ways of doing things; willingness to modify one’s preferred way of doing things
  • Communication: helps customer understand and retail the message, and invites response and feedback; keeps others informed as appropriate; demonstrates good written, oral, and listening skills
  • Technical Capacity: demonstrates ability to use technology effectively and productively; continually updates skills and knowledge; addresses problems as they arise or seeks help as appropriate.
  • Planning & Organizing: organizes work and sets priorities; determines necessary sequence of activities needed to achieve goals
  • Continuous Learning: is committed to developing professionally, focuses on team methodologies, takes advantage of a variety of opportunities

POSITION REQUIREMENTS & QUALIFICATIONS:

  • Bachelor’s degree or equivalent education and experience 
  • Ability/aptitude to understand and work effectively with technical data and processes
  • Strong interpersonal skills and oral/written communication skills
  • Strong analytical and problem solving skills
  • Excellent customer interaction skills/ability and demonstrated ability to work effectively in a team environment 
  • Prior customer service experience or technical/help desk experience a plus
  • Demonstrated computer knowledge (Internet and Microsoft Office-Word, Excel and Outlook)
  • Proven organizational skills with ability to effectively manage multiple projects
  • Ability to work off-peak hours which includes some evening and weekend shift work
  • Ability to work limited on-call shifts