Newgistics Inc.

  • Customer Experience Specialist

    Location US-TX-Austin
    # Positions
    Parcel & Fulfillment Services
  • Overview

    A Customer Experience Specialist is to drive success within a portfolio of Newgistics strategic accounts.


    Responsible for driving customer service and growth, the Customer Experience Specialist ensures Newgistics is aligned with the customer’s needs and expectations. This position represents and supports the entire range of company services available from Newgistics. In this position, you will be expected to increase customer satisfaction and retention.


    A candidate must be able to interact with multiple customers, Account Managers and internal stakeholders throughout the day while tracking progress and delivering top-notch customer service in a timely manner.


    Qualities and skills needed to succeed in this role include relationship building, experience with excel, time management, self-starter on projects and the ability to quickly learn.


    Reporting Relationship


    The Customer Experience Specialist will report directly to the director of the department, and work closely with cross-functional departments such as, Operations, Transportation, and Technology and Account Management.


    • Execute, manage and improve client reporting
    • Promote team success by functioning as escalation point within the Client Specialist department regarding client issues
    • Work on problems of diverse scope where analysis of data requires evaluation of identifiable factors, and recommend viable solutions
    • Influence the growth of medium and enterprise accounts by implementing Top Tier best practices
    • Develop process flows to communicate current methodology for standard situations and issue escalation
    • Evaluate claims processed by Client Specialist team members to provide final eligibility before sending to Accounting for client payment
    • Manage the counter claims process to retrieve lost revenue through our vendors
    • Gain deep understanding of business drivers and their effect on financial results required to identify discrepancies directly resulting in minimizing profit loss
    • Increase Top Tier customer relationships by attending QBR’s and/or client visits with Account Management when appropriate
    • Produce yearly correspondence directly with external auditors to provide requested financial data
    • Provide guidance to finance management and internal customers as billing needs arise
    • Drive projects and process improvements to support business goals and metrics
    • Ability to mine for, manipulate and manage large volumes of data
    • Track all activity in Zendesk ticketing systems for parcel reporting on activities to leadership
    • Maintain in-depth understanding of company technology and operational & transportation services
    • The “face” of the Client Specialist escalation path across the organization
    • Serve as a leader in special projects and other duties as needed
    • Resolves escalated Top Tier service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution


    • 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 useful




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