Customer Success Specialist

We are a leading provider of domestic and international package shipping services that reach millions of addresses nationwide and around the globe. With today's consumer switch to ordering product online there is a large market for business to consumer shipping. We have become a key player in the supply chain network in getting everyday goods to end consumers.

We are currently hiring for a full-time Customer Success Specialist located at the Corporate Office in Glendale Heights, IL. This position will be primarily responsible for providing service to our external customers. This includes, but is not limited to, package tracking, delivery issues, and generating reports.

Job Duties
Below is a listing of the job functions this position performs.

• Provide exemplary service to business customers by building relationships, resolving issues, and collaborating on solutions to better meet customer needs.
• Work cross-departmentally to resolve customer issues. Assist in identifying root causes for problems to prevent future service issues.
• Respond to all customer calls and emails timely and professionally.
• Review customer data transferred to OSM ensuring data meets proper file specifications.
• When necessary, escalate issues to the Director of Customer Success.
• Provide updates to varies departments involved in handling customer issues.
• Communicate with customers any shipping changes or updates which will change any aspect of their services with OSM.
• Run reoccurring reports for customers such as time-in-transit, missing pieces, etc. Create ad hoc reports based on customer needs.
• Assist Accounting with processing questions, customer complaints, and discrepancies.
• Manage lost or damage parcel claims and process any reimbursements.
• Notify Customers when files are missing, or packages cannot be processed.
• Partner with the Customer Implementation team to seamlessly transition new customers to ongoing OSM service.
• Assist the department in receiving, sorts and forwards’ incoming mail.
• Coordinates the pick-up and delivery of express mail services (FedEx, UPS, etc.)
• Partner with the Operations department to help with mail processing questions.
• Work cross-departmentally to improve internal processes and resolve customer issue
• Navigate and update the Osmart system, Zendesk, and SalesForce to perform customer updates and inquires.
• Provide back-up support to other team members within the department as required.
• Safeguard customer sensitive data. Participate in OSM trainings on protecting customer information.
• Safeguard customer sensitive information.
• Follow OSM security protocols and guidelines.
• Complete all required security and cyber training annually.
• Perform other duties as assigned.

Requirements

• Minimum of a high school diploma or equivalent.
• At least three (3) year of customer service experience.
• Proficient in Microsoft Office Suite; Work, Excel, and Outlook.
• Strong communication and empathy skills to resolve issues for customers.
• Postal Knowledge Preferred.
• Proficient in Zendesk and Salesforce.
• Previous experience in logistics or supply chain a plus.

Benefits

• Comprehensive health insurance including medical, dental, and vision.
• Employer paid short-term disability and life insurance.
• Paid time off and paid holidays available for immediate use.
• 401K with a minimum of 4-7% employer contribution and profit sharing.
• Gym reimbursement.