Lead or Senior Levels of these positions may:
Handle escalated or more complex issues
Coordinate team activities or those of agency contract staff
Support supervisor or manager activities
Support the design, review and implementation of processes and procedures
General Job Description
Provide forward thinking solutions for shipment issues leading to positive customer interactions
Utilize interpersonal and rapport building skills to promote customer engagement and demonstrate empathy in handling difficult interactions
Analyze ongoing trends/problems that affect customer satisfaction and provide feedback for improvement opportunities
Provide immediate notification to top accounts when their shipments experience delays or problems.
Continuously communicate until problem is resolved
Interact with other functional areas to identify needs of top accounts
Within established authorities, determines and authorizes solutions to resolve customer ...