Job Openings >> Field Support Specialist
Field Support Specialist
Summary
Title:Field Support Specialist
ID:886
Department:Operations
Description

 

Field Support Specialist

Department: Atlanta

Reports to: Account Director

FLSA: Hourly

KDM P.O.P. Solutions Group was founded in 1970 and has grown to be one of the nation’s most prominent point-of-purchase (P.O.P.) printing and fulfillment companies. KDM P.O.P. Solutions Group is a turnkey operation offering a one-stop, custom job-shop approach. We count some of this country’s largest retail chains and consumer brand companies among our loyal customers. KDM offers screen, offset and digital printing in a variety of substrate materials with an array of inks and specialty coatings. We also have a dedicated kitting and fulfillment department that can handle the most complex campaigns. Best of all, it’s under one roof, making press checks of multiple elements easy and efficient.

KDM P.O.P. Solutions Group of Norcross, GA is currently seeking a Field Support Specialist

Summary: The Field Support Specialist (FSS) provides world class service support to the organization by obtaining, analyzing and verifying accuracy of order and client information in a timely manner. Initiates and/or implements corrective action as needed in order to ensure that an excellent standard of service and a high level of client satisfaction are maintained. The FSS will also provide training and explanation on how to use online account features.Minimum Qualifications: Candidate is required to have 2 years progressive customer service and customer facing experience. Must work well under pressure, be able to juggle many tasks/projects simultaneously and have excellent interpersonal and communications skills. Must also have an excellent sense of priorities.
  • Customer Focus
  • Extensive Microsoft Office Suite experience (specifically Excel)
  • Outstanding Phone skills
  • Outstanding verbal and written communication
  • Interpersonal skills
  • Relationship building
  • Problem solving
  • Multi-tasking

Core Functions:

  • Receives, processes and verifies the accuracy of orders from clients utilizing the organization’s internal systems and databases.
  • Professionally handle incoming requests form clients and ensure that issues are resolved both promptly and thoroughly.
  • Thoroughly and efficiently gather client information, access and fulfill client needs, educate the client where applicable to ensure satisfaction.
  • Initiates required action for response to client service requests for order changes, including the maintenance of order/customer information files and communicates changes to the appropriate personnel/departments.
  • Maintains database as required.
  • Fully understands client websites and internal systems to coach and educate end users.
  • Provide quality service and support in a variety of areas including, but not limited to: billing and account administration.
  • Continuously evaluate and identify opportunities to drive process improvements that positively impact the client’s experience with the organization.
  • Ensures and provides quality service to both internal and external clients.
  • Provides back-up support to other team members in the performance of job duties required.
  • Performs other related duties as assigned by management.

 

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