Title : Customer Service Representative - 1st Shift(7-3 : 30 pm) - Hybrid

Description :

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.

DUTIES :

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.

Specific Position Requirements

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

Requirements :

Ability to use standard desktop applications such as Microsoft Office (Outlook, Excel, etc.)

Customer Service experience with strong negotiation, communication and listening skills

Experience demonstrating ability to work with many contacts to get information and results in a timely manner

Experience working within a team environment

Experience skillfully handling difficult customer interactions

Experience demonstrating strong organizational and planning skills

Enjoy working in a fast-paced environment

Preferred :

Ability to work overtime as workload requires

Self-motivated individual with a personal drive to achieve

Experience solving complex problems and critical thinking

Knowledge of parts distribution and / or carrier OS&D

Experience with Distribution Network System (DNS)

Knowledge of client's internal client Parts On The Internet (JDPoint)

Notes :

Hybrid once training is fully complete and the contingent has shown aptitude in their work. Hybrid schedule will be at the discretion of the manager.

Shift and hours : Mon-Fri 7-3 : 30 pm (some holidays are required)

Training schedule : Mon-Fri 7 : 30-4 pm

Last updated : 2024-05-04