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Client Relations Specialist
2 months ago
Are you seeking a workplace that values a familial atmosphere? OSM Worldwide is a rapidly expanding global B2C ecommerce logistics provider. We pride ourselves on maintaining a close-knit culture akin to that of a start-up while operating on a significant scale. We are currently looking to enhance our Customer Success team.
The available position is for an in-office Customer Success Specialist, working Monday through Friday from 9 AM to 5 PM. This role is essential in nurturing relationships with our esteemed clients. The Customer Success Specialist will deliver ongoing support via phone and email, address any shipping-related concerns, generate KPI reports, and ensure the accuracy of our data across various systems.
Key Responsibilities:
- Deliver outstanding service to business clients by cultivating relationships, resolving challenges, and collaborating on solutions tailored to client needs.
- Collaborate across departments to address client issues and identify root causes to mitigate future service disruptions.
- Respond promptly and professionally to all client communications.
- Verify that customer data submitted to OSM complies with required specifications.
- Assist various departments in managing client inquiries effectively.
- Keep clients informed about any shipping changes or updates that may impact their services.
- Generate regular reports for clients, such as transit times and tracking updates, and create custom reports as needed.
- Oversee claims for lost or damaged parcels and facilitate reimbursements.
- Alert clients regarding missing data files or unprocessable packages.
- Work alongside the Customer Implementation team to ensure a smooth transition for new clients to ongoing services.
- Navigate and update systems including Zendesk and Salesforce efficiently.
Qualifications:
- High school diploma is required; some college experience 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 essential.
Benefits:
- Comprehensive health insurance plans, 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 options.
- Gym reimbursement program.
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