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What is the Role of GSA’s National Customer Service Center?

GSA’s National Customer Service Center (NCSC) is a full service contact center and operates as a knowledge broker and strategic asset for GSA.  NCSC is a valuable resource for both customers and vendor partners, and works diligently to resolve any breaks in the supply chain.  The notes below highlight some of the main tasks for the NCSC staff.

Since GSA Global Supply customers are located around the world, the NCSC operates 24 hours a day, 5 days a week from Sunday night at 8:00 p.m. until 8:30 p.m. on Friday Central Time. 

NCSC customer support functions for GSA Global Supply include:

●      Entry of new orders or provision of product information

●      Publication requests (e.g. GSA Catalogs);

●      Order status and discrepancy resolution (damage, over/short orders, etc.) on existing orders

●      Proactive research into GSA Global Supply shipments past the Estimated Ship Date

●      Customer assistance with GSA E-tools and programs, such as GSA Advantage and GSA Global Supply websites

NCSC vendor support functions for GSA Global Supply include:

●      Response to vendor requests for customer points of contact and “ship to” address confirmation 

●      Referrals to appropriate GSA acquisition staff for resolution of contract issues

●      Assistance to vendors interested in the Multiple Awards Schedule

●      Response to various requests for information and serving as liaison between customers and other intermediaries (carriers, freight forwarders, DLA staff, etc.) to gather and relay information and resolve inquiries related to Global Supply orders and GSA programs and services

Keep in mind that the functions highlighted above are focused on GSA Global Supply customers and vendors.  In addition, the NCSC also provides a broad array of services and support to various GSA programs:

●      Customer support for GSA’s Multiple Award Schedules program

●      “Live Chat” staffing for multiple GSA programs

●      Collections for past due accounts

●      Survey support

●      Business-line Specific Reports, dashboards and analytics

 

 

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