Job Title: Customer Service Representative
Reports to: Customer Service Supervisor
Location: Cypress, CA
Supervision: N/A
Compensation: $20.00 to $23.00 per hour, depending on experience.
Position Summary
This position is a liaison between our ePost Global team, Billing, Commercial, Support, Operations, and our customers to ensure all customer specifications are met. A key focus of this position is timely and effective communication with internal and external customers regarding all inquiries. This position will be based at our Cypress, California, facility location.
Key Responsibilities
Work is consistently accomplished without supervision, with only guidance about overall goals and objectives. Usually, they receive minimal to no guidance about how to complete work objectives. Must be able to define work based on the evaluation of short-term and long-term goals of the department. Able to independently evaluate processes, identify areas of improvement, and incorporate them into overall work objectives.
- 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, 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
continue your current role’s growth and development. - Work with peers to ensure optimal workload flow 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 consistently demonstrate professional behaviors.
- At times, Employees must stand or walk for extended periods and frequently push, pull, bend, reach, and lift up to 49 pounds, with or without reasonable accommodation.
- Perform other duties as assigned.
Job Knowledge and Skills
The duties and responsibilities described above are the essential functions of the job. The qualifications below represent the required knowledge, skills, and/or abilities. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
- Bachelor’s degree in a relevant field and 5 to 7 years of experience in international mail and parcel logistics or equivalent experience.
- Able to apply broad work experience and knowledge when analyzing complex problems.
- Must 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 about decisions, actions, and 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 the ability to state messages clearly 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 a 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.
What We Offer
- Retirement Savings: Choose from 401(k) pre-tax contributions
- Medical, Dental Insurance
- Health Savings Accounts (HSAs) & Flexible Spending Accounts (FSAs) for health and dependent care
- Vision and other Voluntary benefits and discounts
- Paid time off & paid holidays
ePost Global is an Equal Opportunity Employer
- FLSA Status: Exempt
- Family: Customer Service
