Group Coordinator Lead - Customer Service Rep

Group Coordinator Lead - Customer Service Rep

DHL (Deutsche Post) | Houston, TX, 77020, US
Salary Range:$31,000 – $38,000 Salary range estimated by Zippia

Posted 7 days ago

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Description

Role Purpose:

Responds to inquiries, processes orders, handles complaints, and processes returns in a prompt, courteous, and effective manner

Phone duties, freight claim reporting, and other clerical duties directed by Supv

Key Accountabilities:

* Track and trace shipments and provide data to internal and external parties as appropriate.
* Maintain customer records, including claims and returns, by updating account information.
* Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve problems; expediting correction or adjustment; following up to ensure resolution.
* Coordinate special customer requests with the transportation and operations departments, expediting orders as necessary.
* Coordinate customer profile information with carriers to ensure incident free delivery.
* Effectively interface with service providers in identifying, and resolving issues and concerns.
* Prepare product or service reports by collecting and analyzing customer information, follow up with other departments to ensure service standards are met.
* Responsible for the effective training of new customer service associates.
* Maintain a good working relationship with customer(s) by responding to all inquiries and complaints concerning shipments, inventory count requests, etc., in a courteous and efficient manner.
* Report customer feedback to management, including any signs of dissatisfaction.
* Act as a liaison between operations and the customer, in administration of accounts and between the office and customer regarding credit charges.
* Responsible for the reporting of KPI's as agreed upon to evaluate the effectiveness of both the operation and department.
* Oversee all paperwork associated with orders and maintain the corresponding files.
* Maintain a current procedure book for the customer service jobs and functions.
* Effectively correspond with customers as required.
* Prepare reports as required for task analysis as required.

Required Education and Experience:

* 1-2 years related experience
* High School Diploma or Equivalent, preferred

Our Organization is an equal opportunity employer.