Newgistics Inc.

  • Customer Experience Specialist

    Location US-TX-Austin
    ID
    1997
    # Positions
    3
    Category
    Parcel & Fulfillment Services
  • Overview

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

     

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

     

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

     

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

     

     

    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.

    Responsibilities

    • Boost utilization by means of training CSR clients departments through webcam or client on site visits.
    • Increase Top Tier customer relationships by attending QBR’s & or client visits with Account Management when appropriate.
    • Promote team success by functioning as escalation point within the Client Experience department regarding client issues.
    • Influence the growth of small to medium 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 the Client Experience 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.
    • Deep understanding of business drivers and their effect on financial results required to identify discrepancies directly resulting in minimizing profit loss.
    • Produce yearly correspondence directly with external auditors to provide requested financial data to Specialist necessary complete requirements.
    • Provide guidance to finance management and internal customers as billing needs arise.
    • Drive projects and process improvements to support business goals and metrics.
    • Has the ability to work on problems of diverse scope where analysis of data requires evaluation of identifiable factors, and recommend viable solutions.
    • 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 Client Experience escalation path cross-functionally.
    • Lead in special projects and other duties as needed.
    • Ensure escalated client billing issue are vetted out and resolved.
    • Increase efficiencies to remain competitive, businesses must enhance operational efficiency wherever possible.
    • 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.

    Qualifications

    • Bachelor’s degree in Business or related field preferred
    • 3+ years of functional specific experience
    • Customer success experience
    • Commitment to long-term customer success
    • Excellent verbal and written communication capabilities required
    • Good analytical and problem solving skills
    • Ability to juggle multiple projects with minimal supervision
    • Must be able to build strong rapport and establish trust and credibility through a consultative approach
    • Solid skills in functional area of expertise

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