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 ...