Quality Assurance Representative

2 weeks ago

Elk Grove Village, United States Speed Express Full time

**Position Overview**: As a QA Representative for Exception Package Processing at SpeedX, you will play a vital role in maintaining the integrity and efficiency of our logistics operations. Working closely with both our operations team and customer service department, you will be responsible for reviewing and resolving exception packages, ensuring timely resolution and customer satisfaction. This position requires strong organizational skills, attention to detail, and the ability to collaborate effectively with multiple stakeholders.

**Key Responsibilities**:

- Review and assess exception packages identified through our logistics systems or reported by customers, identifying root causes, and determining appropriate actions for resolution.
- Work closely with the operations team to investigate and resolve exceptions, such as missed deliveries, damaged packages, address discrepancies, and other issues impacting delivery service.
- Communicate proactively with customer service regarding exception packages, providing timely updates, addressing concerns, and ensuring a positive customer experience throughout the resolution process.
- Utilize Zendesk or similar customer service software to log and track exception packages, maintain detailed records, and provide documentation for reporting and analysis.
- Collaborate with the customer service team to escalate complex or high-priority exception cases, ensuring timely resolution and customer satisfaction.
- Identify trends and patterns in exception package data, providing insights and recommendations to improve operational processes, prevent future exceptions, and enhance overall service quality.
- Assist in the development and implementation of quality assurance procedures and guidelines for exception package processing, ensuring consistency and adherence to company standards.
- Stay informed about industry regulations, best practices, and emerging technologies related to exception package management and logistics operations.

**Qualifications**:

- Minimum of 2 years of experience in logistics, customer service, or quality assurance roles, with a focus on exception package processing or similar operations.
- Strong organizational skills and attention to detail, with the ability to prioritize tasks and manage time effectively in a fast-paced environment.
- Excellent communication and interpersonal skills, with the ability to collaborate cross-functionally and interact professionally with customers and internal stakeholders.
- Proficiency in using customer service software and tools, such as Zendesk, and the ability to learn and adapt to new technologies quickly.
- Knowledge of logistics and supply chain management principles, including package routing, tracking, and delivery processes, is a plus.
- Ability to work independently and make sound decisions under pressure, while adhering to company policies and procedures.
- Commitment to upholding high standards of quality, accuracy, and customer satisfaction in exception package processing.

Pay: $38,000.00 - $45,000.00 per year

Work setting:

- In-person

**Experience**:

- Logistics: 2 years (preferred)
- Quality assurance: 2 years (preferred)

Work Location: In person

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