Customer Support Specialist-Trade Management

Customer Support Specialist-Trade Management

Gelco Information Network is a leading provider of comprehensive outsourced services for travel expense management and trade promotion management solutions for consumer goods manufacturers. Gelco has an immediate opening for a Customer Support Specialist for Trade Management at our Headquarters in Eden Prairie, MN.

Position Statement:

Provide service and on-going support for all Gelco Trade Management solutions to the broker community or client direct sales representative(s).

Essential Functions:

•Respond to customer (broker/direct rep) requests for solution support on all Gelco TMS solutions.

•Gather all appropriate documentation and files necessary to research and reproduce reported problems.

•Assist customers in problem determination, isolation, resolution, and escalation as necessary.

•Complete requested maintenance tasks on time. Escalation to a Service Consultant, as required.

•Establish new client account(s) within Gelco solution.

•Complete user set up requests, within client account, received either from client or implementation team.

•Document, route, track, and escalate customer issues utilizing Clarify, as well as provide updates to customer on status of issues as required. Escalate appropriately as determined by Help Desk call flow processes.

•Responsible for account terminations upon receipt of proper documentation from client.

•Provide excellent customer service to help insure quality service delivery to our customers, by detailed and timely resolution and follow-up.

Marginal Functions:

Perform additional duties as deemed necessary to achieve and produce a high quality client support service.
REQUIREMENTS
Special Skills Required to Perform Essential Functions:

Two year Associates degree with emphasis in business, customer service and/or computer technology or equivalent knowledge gained through at least three years prior customer service experience.
One or more years of help desk or technical support experience.
Thorough technical knowledge of PC package software, DOS, Windows Operating systems (Windows 95, Windows 98, Windows 2000, NT).
Must possess excellent verbal and written communication skills.
Ability to work in a fast-paced environment, handling multiple priorities.
Must be proficient with Microsoft application software (i.e., Word, Excel, etc.)

Special Skills Required to Perform Essential Functions continued:

Ability to communicate with individuals at all levels of an organization.
Strong one-on-one interpersonal skills.
Ability to set priorities, meet deadlines and work independently.
Ability to work in a team environment and be open to change.
Must be detail-oriented and accurate.

Job Specifications:

Job requires working on a personal computer an average of 6 hours per day.
Job requires frequent communication via telephone, e-mail and facsimile.




Gelco Information Network offers a competitive salary and benefits package including immediate medical and dental coverage, 401(k), bonus plan and tuition reimbursement. To learn more about our organization visit www.gelco.com. To apply, please email your cover letter, with salary requirements, and resume including requisition #059-06 in the subject line of your email, to [Click here for email], or mail your cover letter with requisition number and salary requirements and resume to:

Gelco Information Network
Attn: Corporate Recruiting
10700 Prairie Lakes Drive
Eden Prairie, MN 55344
EOE/AA