Client Relationship Coordinator
2 weeks ago
Are you seeking a workplace that values a familial atmosphere? OSM Worldwide is a rapidly expanding global B2C ecommerce logistics provider. Our foundation is rooted in family ownership, maintaining a culture reminiscent of a start-up while fostering a collaborative team environment. We are currently enhancing our Customer Success division.
We have an opening for a full-time, in-office Customer Success Specialist who will be instrumental in nurturing relationships with our esteemed clients. The role encompasses providing continuous support via phone and email, addressing shipping concerns, generating KPI reports, and ensuring data accuracy across our systems.
Key Responsibilities:
- Deliver outstanding service to business clients by cultivating relationships, resolving challenges, and collaborating on solutions tailored to customer requirements.
- Collaborate across departments to address customer concerns and assist in identifying root causes to avert future service disruptions.
- Respond promptly and professionally to all customer inquiries via calls and emails.
- Verify customer data submitted to OSM to ensure compliance with file specifications.
- Support various departments in managing customer inquiries effectively.
- Communicate shipping updates and changes to customers that may impact their services with OSM.
- Generate recurring reports for clients, such as transit times and tracking updates, along with creating custom reports based on specific customer needs.
- Manage claims for lost or damaged parcels and facilitate reimbursements.
- Inform customers of any missing data files or unprocessable packages to ensure transparency.
- 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.
- High school diploma is mandatory; some college experience is advantageous.
- A minimum of two years of experience in customer service is required.
- Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook.
- Exceptional communication and empathy skills to effectively resolve customer issues.
- Familiarity with Zendesk and Salesforce is preferred.
- Comprehensive health coverage, including medical, dental, and vision plans.
- 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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