Newgistics Inc.

Client Specialist

US-TX-Austin
ID
1824
# Positions
1
Category
Parcel & Fulfillment Services

Overview

The ideal candidate for the Solution Services Specialist role will work closely with clients and serve as their first-point of contact for service needs. The Solution Specialist will be responsible for addressing, solving and documenting issues related to our clients inquires related to inbound & outbound transportation, operations, our fulfillment SmartCenter warehouses, and the United States Postal Service.

 

The Solution Specialist tracks client-facing and internal problems from inception through to closure, escalating and driving resolution where necessary.  They establish and maintain close relationships with key personnel at Newgistics, our service providers, and our clients. 

While problem resolution and relationship maintenance are the foundation of this role, the responsibilities are limited only by the individual's desires and abilities.

 

A candidate is expected to be independent, self-motivated, proactive, results-oriented, and able to define and provide a high level of client satisfaction through the delivery of world-class support services. Understanding the sense of urgency in delivering an accurate response will make you a successful addition to our already exceptional team.

 

Qualities needed to succeed in this role include relationship building, managing your own time, taking initiative on projects and learn quickly.

 

Reporting Relationship

 

The Solution Services Specialist will report directly to the director of the department, and work closely with technology and cross-functional departments such as, operations, transportation, and account management.

Responsibilities

  • Create report and distribute daily/weekly/monthly service level agreements to our clients
  • Manage assigned accounts daily tracking and tracing shipment and provide delivery confirmation
  • Develop an understanding of Newgistics transportation network and procedures, Newgistics SmartCenter warehouse processes and procedures, USPS processes and procedures, and clients’ processes
  • Develop an understanding of Newgistics, our partners’, and our clients’ applications and data flow
  • Research problems using reports, queries, communications, and subject matter experts as tools to resolve issues
  • Create, organize, and distribute various tools such as reports, queries, and standard operating procedures documents that can be used by team members to effectively resolve issues
  • Create report and distribute daily to our top tier clients
  • Detect problems within the Newgistics network and by using reports, queries, and communications to research them, make the appropriate decisions to provide resolution
  • Maintain close, professional relationships with Newgistics subject matter experts, our partners, our service providers, and our customers
  • Will be responsible for resolving client inquiries via phone, email, and web, in a manner and time frame consistent with team service levels and goals
  • Research, document, and escalate cases according to procedure
  • Provide client backup coverage when needed
  • Manage clients' expectations and experience in a way that results in high client satisfaction
  • Alert management and team members of at-risk accounts and or critical issues
  • Responsible for clients receiving an exceptional customer service when contacting the support team by email, phone or our web application
  • Manage assigned accounts daily tracking and tracing shipment and provide delivery confirmation.
  • Strong customer focus and ability to manage and exceed clients’ expectations for support
  • Excellent interpersonal skills and ability to work well within a team environment
  • Serve as contact for client and customer inquiries, orders and issue resolution through customer phone lines and email
  • Interfaces with various departments to ensure resolution is being completed on time
  • Demonstrates and can apply knowledge of products and services provided to client
  • Support and maintain corporate quality standards, policies, practices and work instructions
  • Demonstrate a keen ability to multi-task and juggle competing priorities

Qualifications

  • Bachelor’s Degree required
  • Ability to work independently demonstrating initiative; exercise good judgment in administration of responsibilities; adapt to and embrace change in a rapidly changing environment; establish work priorities and manage multiple projects; exhibit flexibility in work
  • Schedule and job tasks; establish and maintain effective working relationships with co-workers, vendors, clients, and other job contacts; maintain confidentiality of sensitive information; quickly learn new technologies.
  • Demonstrated ability to remain calm in high stress situations and handle difficult clients/personalities
  • Collaborate effectively with others to identify and resolve issues
  • Ability to be flexible and agile when it comes to change process to enhance the client experience with the internal team
  • Strong troubleshooting skills
  • Excellent written and oral communication skills
  • Ability to work independently to solve problems
  • Ability to write ad-hoc reports and mine data
  • Excel
  • Emphasis on analytical skills using Microsoft Excel (as well as communication and problem solving)
  • Additional experience with SQL, Zendesk, or Salesforce is additionally useful

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