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. Examples: Accounting, Operations, Transportation, IT, etc. 
• Respond to all customer calls and emails timely and professionally. 
•  Ability to handle high volume calls and emails effectively and efficiently.
• Review customer data transferred to OSM ensuring data meets proper file specifications.
• When necessary, escalate issues to the Director of Customer Service. 
• Provide updates support to various departments involved in handling customer inquiries. 
• Communicate with customers any on all shipping changes and/or updates which would effect change any aspect of their services with OSM. 
• Communicate with customers on all changes and/or updates that could impact their partnership with OSM. 
• Run reoccurring reports for customers such as time-in-transit, missing pieces tracking updates, etc., and creating ad hoc reports based on customer needs. 
• Assist Accounting with processing questions, customer complaints, and discrepancies. 
• Manage lost or damaged parcel claims and process any reimbursements.
• Notify Customers when data files are missing, or packages cannot be processed to ensure .
• 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. Accompanied with administrative duties as assigned. 
• 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. Enhance internal and external capabilities.
• Provide back-up support to other team members within the department as required. 
• Safeguard customer sensitive data. Participate in OSM training 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.

Competencies 

• Technical Capacity – Knowledge and ability to use office equipment and technology.
• Communication- Listening to others and communicating in an effective manner that fosters open communication. 
• Analytical Thinking- Interpreting, linking and analyzing information to understand issues. 
• Customer/Client Focus – Identifying and responding to current and future client needs; providing service excellence to internal and external clients. 
• Stay updated on OSM services and features, industry trends, and best practices to better assist customers. 
• Collaboration Skills – Develop, maintain, and strengthen relationships while securing support and forming alliances with both internal and external stakeholders. 
• Results Orientation – Focusing personal efforts on achieving results consistent with the organization’s objectives. 
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality. 
• Continuous Learning – Identifying and addressing individual strengths and weaknesses, developmental needs and changing circumstances to enhance personal and organizational performance. 
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan. 
• Teamwork – Working collaboratively with others to achieve common goals and positive results. 

Required Education and Experience

• High school diploma required; some college experience preferred. 
• 2-year degree or diploma in communications and/or business
• Minimum of a high school diploma or equivalent.
• At least three (3) years of customer service experience.
• Proficient in Microsoft Office Suite; Word, 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.