Associate Customer Service Processing Specialist

Position Summary:

• Responsible for the timely delivery of all client outputs. Support clients, Service, and Implementation teams to ensure client delivery routing is set up in the optimal delivery channel.
• Client facing contact, via inbound call flow routing to the Delivery Services virtual Call Center, from all ADP business units and their clients.
• Document client delivery related activity in the applicable ADP Client Relations Management platform (Clarify / Siebel) along with updating delivery data in additional ADP tools (ETA / iServe / DNS / RUN / Autopay).
• Maintain positive third-party delivery vendors relationships and assist them with all delivery related resolutions. Research security incidents, analyze and process delivery invoices.

Job Responsibilities:

LEVEL 1 -- presently what we know as a Dispatcher

• Responds to client phone calls; investigates, researches, analyzes and resolves problems.
• Responds to individual client requests related to Delivery of ADP output
• Calls clients on a proactive basis to alert them of existing or potential delivery delays.
• Remain proficient on all client relations management (CRM) and other applicable tools.
• First point of contact for service in rerun process. Inbound and outbound client calls
• Responsible for resolving client delivery escalations
• Utilize Client Relations Management (CRM) tools to effectively support clients and ADP teams to ensure specific requests are fulfilled timely and effectively.
• Utilize iServe tool to address client hot delivery requests, contact clients to ensure specific delivery expectations are met.
• Ensure secure control of all client output for client pick up requests
• Monitor Enterprise Tracking Application (ETA)
• Package reconciliation / OS&D report
• Utilize Delivery Notification System (DNS) to reconcile daily packages out for delivery/proof of delivery compliance
• Responsible for auditing and reconciling delivery vendor invoices to ensure negotiated rates are accurately applied, actual number of deliveries are validated and submitted for payment.
• Conduct analysis, address and resolve delivery invoice discrepancies.
• For immediate client hot deliveries, source appropriate delivery vendor, coordinate pick up and monitor through proof of delivery.
• Monitoring and correct multiple systems to ensure delivery package flow is in line with overall department strategies.
• Participate in Delivery and overall Operations projects as assigned.
• Cross functional Production support, high volume days (eg. year end and quarter work)
• Disaster Recovery support as required (eg. work from alternate location, coordinate adhoc line haul and package movement)

Education & Certification Requirements:

• Required High School Diploma/GED

Experience:

• Up to 1 year of experience required.