Customer Support Specialist

Customer Support Specialist

This role is responsible for managing and resolving store inquiries while meeting defined service levels and performance KPIs. The ideal candidate will be highly organized, analytical, and collaborative, with the ability to partner cross-functionally to resolve billing issues quickly and accurately.

Key Responsibilities

• Manage the full lifecycle of store cases from intake through resolution and closure.
• Review, prioritize, and route cases to the appropriate departments as needed
• Investigate and respond to inquiries related to deliveries, shortages, damages, and discrepancies
• Research and provide supporting documentation such as proof of delivery and shipment details to resolve cases.
• Partner with the Accounting team to facilitate invoice corrections and credit requests.
• Monitor open cases and proactively follow up to ensure timely resolution within established service level agreements (SLAs).
• Maintain accurate and detailed documentation in the case management system.
• Identify recurring issues and support process improvements to reduce case volume and improve resolution time.

Qualifications

• 25 years of experience in retail operations, case resolution, customer support, shared services, or billing/invoice research.
• Experience working in a high-volume, KPI-driven environment.
• Excellent communication and cross-functional collaboration skills.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Experience with case management systems, such as ServiceNow is a plus.
• Proficiency in Microsoft Excel preferred.

Core Competencies

• Results-Oriented & KPI Driven
• Strong Ownership & Accountability
• Process Improvement Mindset
• Organization & Time Management
• Accuracy & Attention to Detail
• Customer/Store Focus