Client Relations Coordinator

2 weeks ago


Glendale Heights, Illinois, United States OSM Worldwide Full time
Position Overview

Are you seeking a workplace that values a familial atmosphere? OSM Worldwide is a rapidly expanding global B2C ecommerce logistics provider. Despite our growth, we maintain a family-owned ethos and a startup-like culture that emphasizes teamwork. We are looking to enhance our Customer Success division.

The current opportunity is for an in-office Customer Success Specialist, working Monday through Friday, from 9 AM to 5 PM. This role is pivotal in nurturing relationships with our esteemed clientele. The Customer Success Specialist will deliver consistent support via phone and email, address shipping inquiries, generate KPI reports, and ensure data accuracy across our systems.

Key Responsibilities:

  • Deliver outstanding service to business clients by cultivating relationships, resolving issues, and collaborating on solutions to enhance customer satisfaction.
  • Coordinate with various departments to address customer concerns and identify root causes to mitigate future service disruptions.
  • Respond promptly and professionally to all customer communications.
  • Review customer data submissions to ensure compliance with required specifications.
  • Assist multiple departments in managing customer inquiries effectively.
  • Communicate shipping updates and changes that may impact customer services.
  • Generate regular reports for clients, such as transit times and tracking updates, along with custom reports as needed.
  • Handle claims for lost or damaged parcels and process reimbursements accordingly.
  • Inform customers of any missing data files or processing issues.
  • Collaborate with the Customer Implementation team to ensure a smooth transition for new clients.
  • Utilize and update various systems, including Zendesk and Salesforce.

Qualifications:

  • High school diploma is required; some college experience is preferred.
  • A minimum of two years of experience in customer service.
  • Proficient in Microsoft Office Suite, including Word, Excel, and Outlook.
  • Excellent communication and empathy skills for effective issue resolution.
  • Familiarity with Zendesk and Salesforce is essential.

Benefits:

  • Comprehensive health insurance covering medical, dental, and vision.
  • Employer-sponsored short-term disability and life insurance.
  • Immediate access to paid time off and holidays.
  • 401K plan with a minimum employer contribution and profit-sharing options.
  • Gym reimbursement program.

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