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Job Title: Researcher II
Business Title: Fulfillment Specialist
Location: Allen Pkwy Houston TX 77019
Organization: Corporate Legal Services
Job Category: Office/Administration
Job Function: Customer Service
Start Date : 2/6/17
Duration : 0-12 month(s)
Under general supervision, searches for specific legal or compliance information from various databases, on-line research tools and possibly hard copy resources of a moderately complex nature.Ã½ May interact directly with clients regarding the strategy and execution of searches. Ã½Will summarize collected information into an acceptable report format and shares results with customers or managers.Ã½
A Fulfillment Specialist (FS) is a highly motivated, results driven individual who wants to demonstrate and develop his/her skills and who enjoys dealing with people and strives to attain his/her professional best. The FS is responsible for developing strong relationships with internal/external customers, vendors and jurisdictional agencies. This relationship requires the FS to be knowledge experts in CTLS service offerings and jurisdictional requirements. The FS is required to have strong customer service skills and be dedicated to going above and beyond for the customer in every situation. A FS is a team player, able to work in a fast-paced, team-oriented environment that requires multi-tasking, problem-solving and the ability to adapt effectively to change. As a FS you should understand and support the mission, vision and goals of the organization.
Essential Duties and responsibilities
Ability to perform searches, document retrieval and/or filings at all jurisdictional levels.
Assist internal/external customers and vendors with order fulfillment and problem resolution.
Ability to present/explain CTLS service offerings, procedures, processes, methodologies and delivery options as well as jurisdictional requirements to customers, team members and vendors.
Make well informed and timely decisions in order to meet client expectations and requirements.
Analyze workflows and make recommendations on how to improve customer satisfaction, customer retention, efficiency, revenue growth, cost savings and financial results.
Challenge existing procedures and processes regarding the delivery of services, service offerings, and make recommendations to enhance and improve upon them with the objective of increased team efficiencies and overall improvements to customer and employee satisfaction.
Assist customers, team members and/or vendors with training on all CTLS products, jurisdictional requirements and company databases while using a consultative approach.
Strong attention to detail and able to maintain high quality work at all times.
Foster teamwork in support of reaching team performance goals.
Offers helpful hints and shares best practices across team or wider group.
Understand the full array of CTLS products and the ability to up sell.
Responsible for training, mentoring and setting an example for new employees to maintain CTLS’s position as an industry leader.
Other Knowledge, Skills, Abilities or Certifications:
Effective written and verbal communication skills required
Industry related customer service experience a plus
Ability to manage and prioritize demands from multiple sources, external and internal
Ability to multitask and demonstrate ability to problem solve
Strong knowledge of MS office/internet, ability to learn new applications quickly and effectively
Excellent analytical, organizational, time management and problem solving skills.
Able to work in a fast-paced, high-energy environment
Overtime may be required
Job Type: Full-time
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