Advantage Sales & Marketing LLC dba Advantage Solutions

  • Call Center Representative

    Job Locations US-MI-Grand Rapids
    Primary Posting Location : City
    Grand Rapids
    Primary Posting Location : State/Province
    MI
    Primary Posting Location : Country
    US
    Requisition ID
    2018-181917
    Position Type
    Full Time
    Category
    Client Services/Account Management
  • Summary

    Specialist Support Center

     

    The Specialist Support Center will provide key operational support to multiple divisions within the company family to aid in the execution of client projects.  This positions involves direct inbound communication with field representatives across multiple divisions requiring job related support.

    Responsibilities

    The Company is one of North America’s leading sales and marketing agencies specializing in outsourced sales, merchandising, category management and marketing services to manufacturers, suppliers and producers of food products and consumer packaged goods. The Company services a variety of trade channels including grocery, mass merchandise, specialty, convenience, drug, dollar, club, hardware, consumer electronics and home centers. We bridge the gap between manufacturers and retailers, providing consumers access to the best products available in the marketplace today.

     

    Position Summary

     

    The Specialist Support Center will provide key operational support to multiple divisions within the company family to aid in the execution of client projects.  This positions involves direct inbound communication with field representatives across multiple divisions requiring job related support.

     

    Essential Job Duties and Responsibilities

    Field Representative Support

    • Serve as a direct point of contact for Field Representatives and their management team(s)
    • Provide an exceptional level of customer service and assistance with questions, concerns, and inquiries about programs or services
    • Resolve Field Representatives’ complaints according to guidelines established by the company
    • Maybe required to conduct additional research to resolve questions, concerns, or issues
    • Follow-up with a Field Representative or Field Manager until a question is answered or an issue is resolved; when necessary escalate a concern/issue to upper management in order to get final resolution

    Inbound/Outbound Call Support

    • Take in-bound calls and place outbound calls supporting multiple divisions
    • Accurately log call details to provide key information to various internal and external client teams

    Supervisory Responsibilities:

     

    Direct Reports

    This position does not have supervisory responsibilities for direct reports

     

    Indirect Reports

    This position does not have guidance or mentoring responsibilities for indirect reports

     

    Travel and/or Driving Requirements:

    Travel and Driving are not essential duties or functions of this job 

     

    Minimum QualificationsThe following are the minimum job-related qualifications which an individual needs in order to successfully perform the essential duties and responsibilities of the job

     

    Education Level: (Required): High School Diploma or GED or equivalent experience

                             (Preferred): Associate's Degree or equivalent job-related experience                        

     

    Field of Study/Area of Experience:  Inbound customer service call center preferred

    - 2-5 years of experience in customer service

    - Inbound customer service call center experience preferred

     

    Skills, Knowledge and Abilities

    • Ability to complete multiple duties with accuracy shifting from one to another with frequent interruptions and competing deadlines
    • Well-organized, detail-oriented, and able to handle a fast-paced work environment
    • Strong written communication and verbal communication skills
    • Team building Skills
    • Good interpersonal skills
    • Strong computer skills including proficiency with Microsoft Word, Excel, PowerPoint, Access, Outlook, and web-browsers

     

    Environmental & Physical Requirements:

    Office / Sedentary Requirements: Incumbent must be able to perform the essential functions of the job.  Work is performed primarily in an office environment. Typically requires the ability to sit for extended periods of time (66%+ each day), ability to hear the telephone, ability to enter data on a computer and may also require the ability to lift up to 10 pounds.

     

    Additional Information Regarding The Company Job Duties and Job Descriptions:

     

    Job duties include additional responsibilities as assigned by one’s supervisor or other manager related to the position/department. This job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. The Company reserves the right at any time with or without notice to alter or change job responsibilities, reassign or transfer job position or assign additional job responsibilities, subject to applicable law.

     

    Any estimate, schedule, or guideline provided to associates in this job description or elsewhere in connection with their jobs is only intended to help describe job duties and for planning purposes.  Regardless of any such estimate, schedule, or guideline, associates must always record all time worked for our company (which includes but is not limited to on-site work time in an assigned store, office, or other work location; required waiting time; administrative time; and work-related travel time).

    Important Information

    The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of associates so classified.

                                        

    The Company is committed to providing equal opportunity in all employment practices without regard to age, race, color, national origin, sex, sexual orientation, religion, physical or mental disability, or any other category protected by law. As part of this commitment, the Company shall provide reasonable accommodations of known disabilities to enable an applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.

     

    The Company will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring (Ban the Box) Ordinance.  All of our positions require the satisfactory completion of a background check. Please be aware that acknowledging or having criminal convictions does not constitute an automatic bar to employment.  Factors including, but not limited to age and time of the offense, seriousness and nature of the violation, and rehabilitation will be taken into account.

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