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Coordinator, Supplier Services - Grapevine, United States - GameStop
Description
At GameStop, we are committed to providing exceptional service and delivering the latest and greatest in gaming products to our customers. As a leading global retailer of video games, electronics, and gaming merchandise, we take pride in offering a wide range of products that cater to the needs and desires of gamers worldwide. Our mission is to create unforgettable experiences for our customers by constantly pushing the boundaries of what's possible. Whether you're a hardcore gamer or just starting out, we've got something for everyone. Join us in our mission to shape the future of gaming and bring the best gaming products to the world
SUMMARY
The Coordinator, Supplier Services assists GameStop suppliers via phone or email. The principal business outcome for this role is to create higher levels of customer satisfaction and improve supplier relationships. This position often works independently. The position interacts with a supervisor as needed; otherwise, the Agent takes responsibility for resolving many situations himself or herself within established GameStop parameters.
This position will sit onsite in Grapevine, TX.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES*
· Assists customers professionally, via phone or email, in response to payment and supplier inquiries and concerns.
· Monitor emails in AP inquiry queue and provide responses within a 72-hour time period.
· Answer and respond to calls received from 1-800 phone number line.
· Consistent with established guidelines, escalate complex concerns to Shared Services Accounting manager.
· Initiates stop payment requests for void and reissues and additionally, provides copies of cleared payments to customers and suppliers.
· Perform initial supplier statement review and utilize various, internal payment reports with Excel and V-lookup formulas for extended supplier statement research.
· Log call details and necessary follow-up communication for latest updates related to incoming customer inquiries in SharePoint tracker for KPI metric purposes.
· Collaborate with internal shared service departments to gather information and offer guidance and suggestions for resolutions as needed.
· Use active listening, empathy, and other de-escalation techniques as needed to respond appropriately to dissatisfied vendors and suppliers.
· Assist internal team members with assigned tasks/projects or initiatives not defined here but consistent with the principal business outcome for this role.
RELATED COMPETENCIES
Building Customer Loyalty – Effectively meets supplier needs; builds positive supplier relationships; takes ownership of providing excellent customer service experience.
Customer Focus – Primarily focus on supplier needs by addressing inquiries and concerns through timely communication and responses; develops and sustains positive customer relationships.
Communication – Accurately comprehends communication from others and responds appropriately; checks for understanding from recipient and presents messages clearly and effectively.
Decision Making – Identifies and understands issues, problems, and opportunities; uses effective approaches for choosing a course of action or developing appropriate solutions; takes action that is consistent with available facts, constraints, and probable consequences.
BASIC AND PREFERRED QUALIFICATIONS (EDUCATION AND/OR EXPERIENCE)
· High school diploma or GED required — some college education (1-2 years) preferred or combination of work experience.
· At least one year of relevant, customer-focused work experience required.
· Must be at least 18 years of age and present state-required proof of age documents.
MINIMUM QUALIFICATIONS, JOB SKILLS, ABILITIES
· Working knowledge of Microsoft Office (Outlook, Word, Excel); Coupa & SAP knowledge (Preferred).
· Accounts Payable experience preferred.
· Proficient typing and data entry skills required.
· Analytical, problem-solving, and decision-making skills.
· Communicate effectively with others by expressing ideas clearly.
· Proficient understanding of GameStop's processes, and policies.
· Proficient understanding of basic conflict resolution skills, including but not limited to, active listening, empathy, asking open-ended questions, avoiding the use of inflammatory responses, and offering relevant solutions quickly.
· Ability to demonstrate poise and patience consistently in a fast-paced, potentially high-pressure customer service environment with unpredictable variances in activity.
· Ability to focus on relevant, timely solutions without becoming emotionally engaged in potentially difficult conversations.
· Ability to understand and comply with all GameStop policies and procedures, including but not limited to, those related to attendance, conflict of interest, confidentiality, honesty, and ethical conduct.
