Associate Customer Service Processing Specialist

Work Location(s): El Paso, TX, US

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.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.