Client Relations Specialist

2 weeks ago


Glendale Heights, Illinois, United States OSM Worldwide Full time

Are you seeking a workplace that values family-like connections? OSM Worldwide is a rapidly expanding global B2C ecommerce shipping company. While we have grown significantly, we maintain our roots as a family-owned business, fostering a collaborative and supportive environment. We are currently looking to enhance our Customer Success team.

The available position is for an in-office Customer Success (CS) Specialist, working Monday through Friday from 9 AM to 5 PM. This role is essential in nurturing relationships with our esteemed clients. The CS Specialist will be responsible for providing continuous support via phone and email, addressing any shipping concerns, generating KPI reports, and ensuring the accuracy of our data systems. This is a full-time position offering competitive compensation and benefits.

Key Responsibilities:

  • Deliver outstanding service to business clients by cultivating relationships, resolving issues, and collaborating on solutions to better address client needs.
  • Collaborate across departments to resolve client issues and identify root causes to prevent future service disruptions. This includes working with teams such as Accounting, Operations, Transportation, and Technology.
  • Respond promptly and professionally to all client communications.
  • Verify that customer data transferred to OSM meets the required specifications.
  • Support various departments in managing client inquiries.
  • Communicate with clients regarding any shipping updates or changes that may impact their services.
  • Generate regular reports for clients, such as time-in-transit and tracking updates, as well as create custom reports based on client requirements.
  • Manage claims for lost or damaged parcels and oversee reimbursement processes.
  • Inform clients when data files are missing or when packages cannot be processed.
  • Collaborate with the Customer Implementation team to ensure a smooth transition for new clients to ongoing services.
  • Navigate and update various systems, including Zendesk and Salesforce.
Required Qualifications:
  • High school diploma is required; some college experience is preferred.
  • A minimum of two (2) years of experience in customer service.
  • Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook.
  • Excellent communication and empathy skills for effective issue resolution.
  • Experience with Zendesk and Salesforce is preferred.
Benefits:
  • Comprehensive health insurance, including medical, dental, and vision coverage.
  • Employer-paid short-term disability and life insurance.
  • Immediate access to paid time off and holidays.
  • 401K plan with a minimum employer contribution of 4-7% and profit sharing.
  • Gym reimbursement program.


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