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Client Relations Specialist
2 months ago
Are you seeking a workplace that values teamwork and camaraderie? OSM Worldwide is a rapidly expanding global B2C ecommerce logistics provider. Despite our significant growth, we maintain a family-oriented culture that emphasizes collaboration and support among team members. We are currently looking to enhance our Customer Success team.
The available position is for an in-office Customer Success Specialist, operating Monday through Friday, from 9 AM to 5 PM. This role is vital in nurturing relationships with our esteemed clients. The Customer Success Specialist will deliver consistent support via phone and email, address any shipping concerns, generate KPI reports, and ensure the accuracy of our data systems.
Key Responsibilities:
- Deliver outstanding service to business clients by cultivating relationships, addressing issues, and collaborating on solutions to fulfill customer requirements.
- Coordinate with various departments to resolve client challenges and identify root causes to mitigate future service disruptions.
- Respond promptly and professionally to all client communications.
- Verify customer data submitted to OSM to ensure compliance with required specifications.
- Assist different departments in managing customer inquiries effectively.
- Inform clients about any shipping updates or changes that may impact their services.
- Generate regular reports for clients, such as transit times and tracking updates, and create custom reports based on specific client needs.
- Handle claims for lost or damaged parcels and manage reimbursement processes.
- Alert clients regarding missing data files or unprocessable packages.
- Collaborate with the Customer Implementation team to ensure a smooth transition for new clients to OSM services.
- Navigate and update various systems, including Zendesk and Salesforce.
Qualifications:
- High school diploma is required; some college education is preferred.
- A minimum of two years of experience in customer service is necessary.
- Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook.
- Excellent communication and empathy skills to effectively resolve client issues.
- Familiarity with Zendesk and Salesforce is advantageous.
Benefits:
- Comprehensive health insurance, including medical, dental, and vision coverage.
- Employer-sponsored short-term disability and life insurance.
- Immediate access to paid time off and holidays.
- 401K plan with employer contributions and profit-sharing opportunities.
- Gym reimbursement program.
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