Customer Relationship Specialist

About the Role

The Associate Customer Account Analyst plays a crucial part in providing exceptional support to Wholesale Marketing customers.

This role involves continuous and varied interaction with internal and external stakeholders, ensuring prompt, professional, and confidential handling of customer requests.

Key Responsibilities

• Customer Support : Receive and log incoming customer calls, emails, and information regarding invoicing and billing requests daily in the ASTRO Case Management system.
• Issue Resolution : Research customer billing issues by gathering information utilizing both SAP and bill of ladings. Suggest appropriate courses of action for resolving recurring issues and coordinate more complex inquiries to the appropriate department.
• Communication : Communicate effectively with customers, terminal personnel, and other departments in the organization to ensure high-quality and timely expedition of customer requests or complaints.
• Impact Mitigation : Mitigate customer impact by appropriately routing customer inquiries / complaints to responsible parties. Work with distributor and sales teams to resolve issues related to customer inquiries.
• Decision Making : Make decisions with appropriate actions to the satisfaction of members / customers per established guidelines. Contribute ideas on ways to resolve problems to better serve the customer and / or improve productivity.

Requirements