Customer Service Representative III

Job Title: Customer Service Representative III 35064

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.
• Support export dealers daily via email and occasionally by phone
• Respond, consult & provide information to export dealers related to claims and returns inquiries
• Investigate & process export claims overage, shortage, damage, mislabeled, etc.
• Process packlist adjustments daily/weekly as well as once per month for the aged inventory report
• Authorize & process annual export returns
• Consider approval for all miscellaneous debits and credits
• Communicate with several cross-functional teams including field/regional support contacts, U.S. Customs, DHL, Operations and Accounting
• Assist with Export CCMS case distribution
• Assist with Export Order Management inquiries
• Provide cross functional support to warehouse operations teams

Responsibilities:

• 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.

Shift:

• Shift and hours: Mon-Fri 7-3:30 pm

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
• High level of attention to detail and accuracy
• Experience solving complex problems through data analysis and critical thinking
• 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
• Experience working in a team environment
• Self-motivated individual with a personal drive to achieve
• Experience solving complex problems and critical thinking
• Knowledge of parts distribution and/or export
• Experience with Distribution Network System (DNS)