ABOUT THIS ROLE:
Inventory Support Specialists provide excellent customer services to our Customers and Internal Teams. This role is specialized in inventory with the goal of meeting our customer needs timely, with quality solutions. This position requires a proven level of customer service experience that strives on solutions both in quality and efficiency. The role is focused on meeting customer inventory needs whether handling issues, updates or development escalations to meet our customer needs. This team is responsible for coordinating and executing on ongoing inventory needs with effective communication and professionalism. Inventory Support Specialists are empowered to think creatively to solve customer problems while providing industry leading solutions and recommendations to meet the needs of our customers. They take ownership over all things inventory and strive to provide best in class inventory support.
Essential Job Functions:
- Intake technical inventory support requests from customers through channels such as email and Slack
- Provide consistent follow up and effectively resolve customer requests and open cases for Inventory support.
- Troubleshoot complex inventory-related issues.
- Escalate technical issues as needed to appropriate teams, development and/or management; and de-escalate customers as needed.
- Provide quality service to customers and that meets our customer expectations and in accordance with the department’s guidelines and policies.
- Stay aligned with internal knowledge sharing, platforms and training processes to accurately answer customer questions and to maintain personal skills.
- Use advanced inventory knowledge to educate customers on product features or additional services to meet their needs.
- Support data maintenance and hygiene by ensuring accurate documentation of customer interactions and notes in all applicable systems.
- Be a steward of our customer solutions by communicating process, system or technical improvement opportunities in line with current processes.
- Acquire technical and service certifications as required.
- Complete personal and department assigned goals.
About You:
- Highly proficient with all internal system platforms and proprietary client solutions
- Strong written and verbal communication skills
- Able to clearly identify issues, develop recommendations and execute on solutions.
- Ability to match customer tone and skillset to clearly outline the issue and solution.
- Strong critical thinking skills and business acumen
- Strong technical learning skills with proven history of ability to adapt to changing tools & processes
- Proven follow-up and communication skills to manage ongoing customer issues with tact and resolve.
- Ability to manage between partners and customers with professionalism and urgency.
- Strong priority setting and organizational skills
- Work defined shifts as determined by leadership, including weekend and/or later shifts as assigned.
- Ability to make informed, data-driven recommendations on organizational processes and platform enhancements
Experience and Education:
- At least one year in the Solution Engineer entry-level position with demonstrated high-performance in role based on defined SE targets [Internal Only]
- Prior Inventory/IMS experience a plus
- Experience with Salesforce, Wordpress and/or Slack required
- Project management or leadership experience a plus
- Required completion of platform & product certifications
- High level of competency with all proprietary technical solutions (or equivalent external experience in MarTech or SaaS industries)
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