Are you an a proactive, high-energy problem solver with excellent communication skills and an interest in working with customers? Are you interested in working for a nonprofit/professional association? Would you like an opportunity to chart your own career path in a growing organization? If you answered yes to these questions, then you should consider this unique opportunity.
CSCMP is looking for a Customer/Member Services Lead to provide professional, effective, and expedient customer service to new, existing and potential CSCMP members. This individual will manage the workflow of all inbound inquiries regarding membership, products, services, or complaints. He or she will provide a high-level of service and organizational knowledge as part of the CSCMP membership team. This position focuses on day-to-day activity support, as well as long-term growth and member retention activities.
Location – Lombard National Office
Maintains up-to-date, in-depth knowledge of products and customer feedback.
Ensures inbound phones are staffed during business hours.
Ensures all inbound emails to CSCMP membership email box are promptly answered or directed to the appropriate team member.
Oversees or conducts all member reporting, including, weekly new and renewed member report, weekly inbound call volume report, monthly new member orientation report, and other membership reporting as assigned.
Assists with the promotion of CSCMP benefits, products, and services; identifying opportunities to up-sell, and sending these opportunities to account managers.
Works with Director, Member Retention and Chapters to coordinate and distribute printed and digital member collateral, including welcome packets, member touchpoint emails, member promotions and more.
Creates messaging for call waiting and non-business hour calls and updates on a quarterly basis.
Assists, Director, Member Retention and Chapters with monthly new member orientation webinar.
Supports the membership department by seeking opportunities to streamline or automate departmental processes and procedures, and sharing best practices among peers.
Directly impacts CSCMP’s bottom line by problem-solving customer issues, identifying sales opportunities, and creating a memorable and impactful customer experience.
2+ years customer service experience
Bachelor’s Degree preferred
SKILL SETS NEEDED
Exceptional customer service skills
Strong time management and project management skills
Excellent written and verbal communication skills
Ability to manage large volume of inbound calls and email inquiries
Ability to work in a fast-paced, changing environment
Adaptable and able to quickly assess and solve customer issues and complaints
Strong understanding of CSCMP organization, products and services
Familiarity with iMIS and iMIS report generation
Strong familiarity with MS Office Suite, including Word, Excel, PowerPoint and Outlook
Ability to travel < 15% mainly driven by Annual Conference participation (End of September 2018 Nashville)
About Council of Supply Chain Management Professionals (CSCMP)
Since 1963, the Council of Supply Chain Management Professionals (CSCMP) has been providing networking, career development, and educational opportunities to the logistics and supply chain management community.