Provides customers with information in response to the most complex situations; references single or multiple screens or documents to resolve escalated issues or disputes; provides guidance and assistance and may provide work direction to less experienced staff; assists supervisors in the continuous improvement of the customer service delivery process and conducts customer service training for entry level staff.
Researches, analyzes, and responds to inquiries of a complex nature and assists less experienced staff with complex customer issues.
Coaches and assists less experienced staff in meeting expected customer service and satisfaction goals.
Contacts customers to resolve outstanding customer service issues.
Assists supervisors in the continuous improvement of the customer service delivery process.
Conducts customer service training for entry level staff.
Documents customer interactions and product/service issues, entering descriptive information online in order to provide history and tracking of issue resolution.
Investigate, resolve, and respond to overage and shortage claims using various methods including pulling and evaluating parcel and grid trips.
Assign error case code accordingly based on the outcome of the investigation.
Consider approval for shipping errors that require processing exceptions.
Interact with Client dealers daily by phone (outbound calls) and email.
This position makes outbound calls to Client dealers on a daily basis.
The only inbound calls received are calls being returned by the dealers.
This is not an inbound call center position.
Communicate with carriers and outside suppliers to obtain tracking information.
Morning tasks to include running notes job, entering notes into each case, pulling picker reports & splitting cases before cases can be worked each day.
Ending tasks to include authorizing return IDs associated with the overage/shortage case, crediting those return IDs, updating case log for cases worked and sending end of day update.
Support team metrics while working in a high-volume/high-pace environment.
Provide cross functional support to warehouse operations teams.