Customer Experience Associate

Essential Job Functions

• Serve as a dedicated point of contact for Bag Caddie customers needing white-glove assistance
• Proactively monitor shipments and anticipate issues before they arise
• Resolve delivery issues with urgency empathy and discretion
• Communicate with high-profile clients in a polished and professional tone phone email and text
• Coordinate with carriers and internal teams to resolve time-sensitive logistics exceptions
• Follow up to ensure issues are fully resolved and the client is satisfied
• Record service recovery efforts and suggest process improvements to reduce future issues
• Represent the Bag Caddie brand at the level of a luxury service provider
• Other duties as assigned.

Physical Requirements

• Job may require extended sitting or standing use of standard office equipment.
• Job requires the ability to use vision adjust focus and work on a standard computer screen.
• Use of audio-visual equipment is required.
• Job will require regular and punctual attendance as well as presence on-site at the assigned work location.

Education & Experience

• Bachelors degree preferred but not required
• 13 years in a customer-facing role (e.g. hospitality concierge luxury retail travel or logistics)
• Exceptional verbal and written communication skills
• Naturally composed under pressure and skilled at de-escalation
• Strong problem-solving ability resourceful and creative
• Experience working with high-end clients or in luxury settings a plus working independently and in a remote environment

Other Skills and Abilities

• You treat every client interaction like its an opportunity to build loyalty
• You dont just answer the question you anticipate the next one
• You understand that tone timing and ownership matter more than scripts
• You know how to turn a frustrating experience into a wow moment

CERTIFICATIONS AND LICENSES

• Professional certification may be required in some cases

WHY SHOULD YOU WORK FOR CRANE

At Crane we believe in providing our employees with excellent benefits at a Great Place to Work.

We offer:

• Quarterly Incentive Plan
• 136 hours of Paid Time Off which equals 17 days for the year that can be used for Sick Time or for Personal Use
• Excellent Medical Dental and Vision benefits
• Tuition Reimbursement for education related to your job
• Employee Referral Bonuses
• Employee Recognition and Rewards Program
• Paid Volunteer Time to support a cause that is close to your heart and contributes to our communities
• Employee Discounts
• Wellness Incentives that can go up to $100 per year for completing challenges in addition to a discount on contribution rates

Come join the leader in logistics and take your career in the right direction.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time as needed.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

We maintain a drug-free workplace and perform pre-employment substance abuse testing.

This position requires the final candidate to successfully pass an E-Verify Check.

More Information: benefits are contingent upon meeting eligibility requirements and plan conditions.

Required Experience:

IC