Customer Service Representative II

Position Overview

The Customer Account Specialist II will serve as the principal link between ES3 and its vendor partners. This position is responsible for responding to customer inquiries via telephone, email and Customer CRM Platform sites regarding multiple customer requests i.e. inventory support, ETAs of deliveries, inbound order support, returns and/or misdelivered products etc. This position will also document and respond to customer complaints and escalates according to established standard operating procedures.

In addition, a Customer Account Specialist II will be assigned to support specific accounts & work closely with the Customer Experience leadership team to gain an in-depth knowledge of their operating practices and resolve customer issues with a high degree of satisfaction.

• Full Time, Hybrid Role

• Location: 10 Optical Ave, Keene, NH 03431

• Answer all inbound customer calls, emails, and Customer CRM Platform requests to meet KPI and service level agreements in compliance with all applicable customer and Company SOPs and objectives. Report, log and communicate customer concerns into a Customer CRM Platform

• Identify and research inventory discrepancies related to quantity on hand, expiration date concerns, and allocation needs

• Set up and train new vendor partner contacts in the ES3 ePort system

• Review and process returns and various OS&D events that occur on any given vendor partner’s load[s]

• Offer carrier appointment support for both partner inbound and outbound managed loads

• Assist partners in resolving EDI or system issues by working with the internal IT department and Customer Experience Leadership team

Environment

• Office :
  Office Temperature (65F to 75F)

Skills

• Specialized Knowledge:
  Proficient with computers & Microsoft Office software, strong customer orientation and attention to detail, ability to multi-task in an active call center environment
• Special
  
  Skills:
  
  Strong communication skills, ability to work with others in a fast-paced environment, strong organizational skills & ability to prioritize tasks

Years of Experience

• 0-2:
  Relevant experience

#LI-Hybrid

High School Diploma - General Studies

1st Shift (United States of America)

ES3, LLC

ES3 is an experienced team of third-party logistics experts, saving Consumer Packaged Goods manufacturers significant time and money every day. A pioneer of the collaborative distribution model, ES3 provides solutions across all channels, optimizing its supply network to expedite replenishment. ES3 does this by combining warehousing, mixing, and distribution services under one roof in a multi-manufacturer, collaborative model optimized by advanced technology.

Working Safely is a Condition for Employment with ES3, LLC. ES3, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class. The Company provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans’ Readjustment Assistance Act.