Newgistics Inc.

  • International Customer Experience Speacialist

    Location US-TX-Austin
    ID
    2024
    # Positions
    1
    Category
    Parcel & Fulfillment Services
  • Overview

    An International Specialist’s role is to support the growth of our global accounts. To accommodate the international business the hours for this role will be 1PM – 10PM CST.

     

    Requires knowledge and experience in own discipline, still acquiring higher-level knowledge and skills. Solve a range of straightforward problems. Analyzes possible solutions using standard procedures.   A candidate must be able to interact with multiple customers 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. Capabilities of reviewing and understanding internal metrics and how daily tasks impact these metrics.

     

    Reporting Relationship

     

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

    Responsibilities

    • Ability to mine for, manipulate and manage large volumes of data.
    • Increase customer relationships by attending skype meetings with the client when appropriate.
    • Follow and adhere to established business processes. Align operational process with internal organizations. Identify opportunities for process improvements, which result in increased service level performance and/or minimize costs.
    • Execute to wide range of responsibilities to include cycle count, and inventory reporting.
    • Support research and data requirements for internal/external audit requests.
    • Manage inbound and outbound performance with Logistics Operations providers
    • Evaluate claims submitted by clients to provide final eligibility before sending to Accounting for client payment.
    • Manage the counter claims process to retrieve lost revenue through our vendors.
    • 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.
    • 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.
    • Increase efficiencies to remain competitive, businesses must enhance operational efficiency wherever possible.
    • Resolves escalated 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
    • 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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