Group Coordinator Lead - Customer Service Rep - 8003 - Tracy CA WERC (Tracy, CA)

Tracy, Kalifornien, USA DHL Supply Chain 2531317 15. October, 2018
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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.

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