CUSTOMER CARE REPRESENTATIVE

CUSTOMER CARE REPRESENTATIVEHomeDirectUSA is a leading supply chain management company that specializes in the home delivery of large consumer products - furniture, electronics, fitness equipment, appliances and other items that require specialized handling or a time-sensitive delivery.FUNCTION:
Act as the primary contact for in-house account customer orders. Assure complete and on-time execution of orders, accurate accounting of order billing and distribution charges and logging and management of order exceptions.
RESPONSIBILITIES:
Receive and respond to customer and agent communications regarding order inquiries and changes, service requirements, billing and distribution rates and service performance.
Monitor customer shipments daily and assure timely pick up, delivery, cancellation, reconsignment or return of shipments.
Advise customer of service failures immediately if they can not be internally resolved.
Process proof of delivery requests upon receipt.
Work Booker Event Monitor on a daily basis to ensure Distribution Centers have all information needed to schedule/deliver shipments.
Notify account of all refused and undeliverable shipments. Procure from accounts return authorizations and disposition, if applicable.
Log and report service incidence, procedural issues and account relationship issues to Customer Care Manager.
Accurate and timely updating of OCS screen
Responsibility and authority to follow the quality management system as applicable for this position.
Perform other duties as related.
REQUIREMENTS
CUSTOMER CARE REPRESENTATIVEREQUIREMENTS:
2 Years Customer Service Experience or Transportation Sales or Dispatch Experience
High School Degree or 2 Years of College
Microsoft Word, Microsoft Excel, and Microsoft Outlook
Reading Skills - ability to read materials to understand and apply content, such as instruction manuals, procedure manuals, or assembly manuals.
Writing Skills - ability to compose or modify text to explain or describe administrative, financial, technical or other such information requiring some analysis and creativity.
Numeric Skills – ability to perform advanced mathematics such as calculation of percentages, proportions or rates.
Problem Solving Skills – ability to solve problems in situations where most problems have occurred before. The incumbent is familiar with their solutions. The problems are somewhat routine, and solutions are based on past practices. There are always alternative solutions available.
Decision-Making Skills – decisions made affect only incumbent’s work.
Initiative Skills – ability to independently complete tasks as assigned by others. Only unusual problems are referred to more experienced staff.
Supervisory Skills – Job has no responsibility or authority for the direction of others.
Communication Skills – ability to communicate to explain or interpret business issues where some precedent exists (e.g. selling services, advising customers, dealing with vendors on non-standard issues, dealing with outside professionals, etc.)