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Customer Service Rep
Ref No.: 17-00414
Location: Albany, New York
Start Date: 07/07/2017
Tailwind Associates, an EOE, has a long term temporary opportunity with our client in Albany, NY for a Customer Service Rep

Job description:

The Onboarding Representative I is an entry level position within the Onboarding team. This position will have overall responsibility for the day-to-day activities related to on-boarding new and existing suppliers.

  • Providing excellent customer service via phone and e-mail to all the accounts.
  • Develop an in-depth knowledge of the network (OS/DS), its solutions, and customer needs.
  • Serve as the primary contact for new and existing suppliers for all issues related to the sales cycle and on-boarding process.
  • Facilitate the setup, configuration, testing & training for suppliers to be certified.
  • Manage and update supplier on-boarding cases in a timely manner using department best practices and processes.
  • Facilitate browser on-boarding and intermitted integrated on-boarding.
  • Assist the Sales Support team as needed for contracting, name changes and termination cases.
  • Maintain composure in critical situations and communicates well with both internal and external clients.
  • Run retailer reports
  • Work on special projects as assigned by management via the application process
  • May also offer suggestions for process improvements internally and for our constituents.
  • Adhere to department standards for performance metrics.
  • Self-reporting of daily actions and activities for monitoring purposes and goal setting.
  • Accountable to drive goals through individual metrics and a strong understanding of
  • Company, team and individual goals
  • Other duties as assigned.

  • A two-year degree and/or relevant job experience.
  • Excellent written and verbal communication skills with ability to communicate equally well with technical and non-technical individuals.
  • Excellent problem solving and organizational skills.
  • Experience working in a highly dynamic and fast paced atmosphere.
  • Capable of multi-tasking, and able to work within challenging time frames.
  • In-depth knowledge of PC and MS Office applications.
  • Retail industry and/or supply chain experience.
  • Customer service and/or technical support experience.
  • Ability to organize work, prioritize tasks, and manage multiple & changing priorities
  • Knowledge of PC and MS Office applications.
  • Highly energetic, assertive and systematic. Must be a self-starter.

Additionally, knowledge of and/or experience with the following is a plus:
  • Understanding of data structures, file formatting (EDI, XML, Flat File), and communication protocols (AS2, SFTP).
  • Ability to triage, support and develop solutions for complex client issues.
  • Ability to leverage sales techniques to improve closure rates.
  • Sales experience with complex products.
  • Ability to identify process improvements that lead to better team performance.
  • SalesForce experience.
  • Proficient in user acceptance test plan development.
  • Account or Project management experience.

All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, national origin, sexual orientation, gender identity, disability, sex or age.