Customer Service Representative (Itasca, IL)

• Job Title: Customer Service Representative
• Location: Itasca, IL
• Reports to: Customer Service Supervisor
• Supervision: N/A

Position Summary

Responsibilities

• Build effective relationships with internal and external customers.
• Act as a liaison for our facility and with the rest of our organization to ensure that all parties understand all customer expectations including but not limited to the following: any SLA (service level agreements), job requirements, schedule information, special instructions, delivery expectations, cost components, sell rates, etc.
• Answer and track all incoming customer inquiries/issues, owning and closing the issue. Provide regular timely and thorough responses to ensure customer satisfaction, especially for escalated issues.
• Schedule any pick-ups necessary for customers through the EPG Dispatch dept.
• Analyze customer schedules to ensure we meet expectations.
  •  Partner with internal departments to ensure alternative solutions are provided for the client if expectations are at risk
• Mentor/job shadow with all pertinent parties to ensure you are up to date with best practices and to continue the growth and development in your current role.
• Work with peers to ensure optimal flow of workload and coverage in the absence of others.
• Travel potentially required.
• Daily and weekend overtime is expected to manage escalated or high visibility issues
• Meet all business unit goals and individual goals/metrics.
• Must always demonstrate professional behaviors.
•  Perform other duties as assigned.

Job Knowledge & Skills

• Bachelor’s degree in discipline related to functional work roles with 5-7 years of relevant work experience with international mail & parcel logistics OR demonstrated ability to meet the job requirements through a comparable number of years of applicable work experience.
• Able to apply broad work experience and knowledge when analyzing complex problems.
• Must be able consistently identify critical elements, variables, and alternatives to develop solutions.
• Must be able to organize/prioritize existing resources and incorporate new information, as needed, to implement the most effective solutions.
• Able to communicate clearly and courteously with those who need to know of decisions/actions/problems.
• Able to apply excellent business acumen and collaborative skills when resolving problems.
• Able to apply excellent functional computer knowledge in utilizing Microsoft Windows, Microsoft Office software (highly recommended to be at least highly proficient in Microsoft Excel), MAC, or other technical tools in completing assignments.
• Able to apply expertise in all the tools or applications used to complete work assignments.
• Able to mentor junior level team members in the use of tools and/or systems in the position.
• Requires excellent communication skills with ability to state messages in a clear manner by using language that is easy for others to understand.
• Able to explain programs, policies and procedures in language that is understood by others.
• Must be able to modify communication style both formal and informal to match the appropriate level of the audience targeted.
• Requires strong understanding of the impact of a message on the organization or customer.
• Able to write with the clarity and precision necessary for the work being performed.
• Additional job requirements may be listed on the staffing requisition.

• FLSA Status: Non-Exempt
• Family: Customer Service

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