Field Support Team Lead

Support Specialist

Provide support to the retail field teams in a call center environment. Assist in the distribution of the Field Support (FS) Department workload by ensuring the FS Agents are available to assist the field and stay on task. Interface with Retail Representatives (RR), Supervisors, Client Services, Recruiting and Payroll to ensure that field execution, compliance and general requests are resolved and tracked. Work with and generate various reports as needed. Rate of pay is 17.00 / hour.

Responsibilities :

Make outbound calls providing direction on RR Compliance.

Answer incoming calls in a call center environment for the Retail and Dedicated Teams.

Provide accurate answers to a variety of issues including : sales plan questions, voicemail questions, SalesTrak, package tracking, RR procedures, and RR training.

Complete order entry for requests of inventory items.

Accurately document calls in the CRM database and SalesTrak Rep View.

Complete various reports / tasks as requested, following a schedule with ongoing reports / tasks.

Communicate with Client Services on sales plan questions and special situations.

Provide quality control for sales plans by communicating issues and questions to Client Services.

Maintain a working knowledge of retail store call procedures by working sales plans and resets in the field on occasion to gain experience with RR procedures, store procedures, product knowledge, and client knowledge.

Keep manager informed of communication with outside departments relating to field support department.

Training FS Agents on the proper procedures of the department and its applications (CRM & SalesTrak).

Ensure that FS Agents are available for calls, monitor break times and handling escalated call issues.

Assist ROC Managers with daily execution of compliance and execution issues.

Qualifications :

Education / Experience : High School degree or equivalent experience in customer service, call center support, or the retail industry.

Computer Skills : Proficient in Microsoft Office. Experience with CRM and SalesTrak preferred.

Other Skills : Possess telephone and inter-personal skills. Demonstrate problem-solving and decision-making skills.

Supervisory Responsibilities : This position does not have direct reports, but does require the Field Support Team Lead to monitor the performance of the team.

Work environment : Office environment with some retail store calls.

Language Skills : English is the primary language skill; however, bilingual skills may be required based on business necessity.

About Us :

Product Connections is a part of Acosta Group

a collective of the industry's most trusted retail, marketing and foodservice agencies reimagining the way people connect with brands at every point in their shopping journey. As a full-service marketing agency, we specialize in digital and traditional retail events and demos, experiential marketing, sponsorship activation, and omnichannel shopper marketing. Our mission is to deliver brand solutions that connect products to the right target at the right time, effectively moving consumers down the conversion funnel. With over 10,000 experts in the field and more than 150 corporate employees, we have a range of talents and experience that redefine what it means to be a marketing agency. We pride ourselves on fostering a supportive, collaborative, and inclusive culture where employees are encouraged to think big, grow their skills, and take their careers to the next level. Join Product Connections and discover a workplace where your ideas matter, your growth is supported, and your impact is feltlet's build something great together.

Acosta Group is an equal opportunity employer and will ensure that applicants with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed, please contact AskHR@acosta.com. Be sure to include "Applicant Accommodation" in the subject of your email to expedite the request.