Customer Service Representative at ePost Global Shipping LLC – South Hackensack, New Jersey

Job Title: Customer Service Representative
Reports to: Regional Customer Service Manager
Location: Hackensack, NJ
Pay Scale: $20 - $23 based on experience

Position Summary
This position is a liaison between our ePost Global team, Billing, Commercial, Support, Operations, and our customers to ensure all customer specifications are met. A key focus of this position is timely and effective communication with internal and external customers regarding all inquiries. This position will be based at our Hackensack, NJ facility.

Responsibilities
Build effective relationships with internal and external customers.
Act as a liaison for our facility and with the rest of our organization to ensure that all parties understand all customer expectations, including, but not limited to, any SLA (service level agreements), job requirements, schedule information, special instructions, delivery expectations, cost components, sell rates, etc.
Answer and track all incoming customer inquiries/issues, owning and closing the issue. Provide regular, timely, and thorough responses to ensure customer satisfaction, especially for escalated issues.
Schedule any pick-ups necessary for customers through the EPG Dispatch dept.
Analyze customer schedules to ensure we meet expectations
Partner with internal departments including but not limited to the Sales team to ensure alternative solutions are provided for the client if expectations are at risk
Mentor/job shadow with all pertinent parties to ensure you are up to date with best practices and continue your current role's growth and development.
Work with peers to ensure optimal workload flow and coverage in the absence of others.
Travel potentially required.
Daily and weekend overtime may be expected to manage escalated or high-visibility issues
Meet all business unit goals and individual goals/metrics.
Must always demonstrate professional behaviors.
Perform other duties as assigned.

Job Knowledge & Skills
The duties and responsibilities described above are the essential functions of the job. The qualifications below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Bachelor’s degree in a discipline related to functional work roles with 5-7 years of relevant work experience with international mail & parcel logistics OR demonstrated ability to meet the job requirements through comparable years of applicable work experience.
Able to apply broad work experience and knowledge when analyzing complex problems.
Must consistently identify critical elements, variables, and alternatives to develop solutions.
Must be able to organize/prioritize existing resources and incorporate new information, as needed, to implement the most effective solutions.
Able to communicate clearly and courteously with those who need to know about decisions and actions

Able to apply excellent business acumen and collaborative skills when resolving problems.
Able to apply excellent functional computer knowledge in utilizing Microsoft Windows, Microsoft Office software (highly recommended to be at least highly proficient in Microsoft Excel), MAC, or other technical tools in completing assignments.
Able to apply expertise in all the tools or applications used to complete work assignments.
Able to mentor junior-level team members using tools and/or systems in the position.
Requires excellent communication skills with the ability to state messages using language that is easy for others to understand.
Able to explain programs, policies, and procedures in language that is understood by others.
Must be able to modify communication style, both formal and informal, to match the appropriate level of the audience targeted.
Requires a strong understanding of the impact of a message on the organization or customer.
Able to write with the clarity and precision necessary for the work.
Additional job requirements may be listed on the staffing requisition.

FLSA Status: Non-Exempt
Family: Customer Service

ePost Global is an Equal Opportunity Employer