Purpose of Job

Our growing business is looking for a skilled problem solver to join our team as a Customer Service Representative. The Customer Service Representative is the first point of contact for customers and responsible for resolving issues and requests reported in a timely and professional manner. We are looking for enthusiastic individual who can listen to customer service issues and then offer a unique and innovative solution to each problem. The successful candidate for the role will have a strong command of the company's customer service policies and be well-trained in product knowledge that can be critical for offering quick and accurate assistance to customers.

Job Description

• Be the first point of contact with client providing prompt, courteous and efficient client service and support on the daily basis
• Be the point person to manage client relationship once client is onboard with Newegg Logistics Service (NLS) and throughout the entire life cycle of the client
• Provide proper operational guidance, documentation, procedure, SOP to enable client to fully utilize services provided by NLS according to agreed service terms and statement of work (SOW)
• Monitor client's inbound, outbound, inventory, and freight activities related to the services provided by NLS, furnish shipping and tracking information to clients as required. Provide client notification on any service or system updates
• Maintain proper client activity report for billing purpose. Input and audit all the manual billing items as well as system billing items to ensure proper and timely invoice of the client account. Monitor account invoice payment and balance due status for proper follow up with client on the payment according to agreed payment terms. Provide consultation to client on all billing related questions
• Coordinate with all the internal business development team and operation teams such as 3PL sales team, warehouse, transportation, accounting, etc., as well as external service providers such as shipping carriers to ensure all the client service requirement and service level agreement (SLA) are met
• Establish and maintain client SLA performance data for internal and external reporting purposes
• Maintain positive client relationship by responding to all inquiries and complaints regarding NLS services
• Provide clerical support services as required by client; generating custom reports and responding to specific needs
• Facilitate resolution of escalated issues from client and management
• Other duties as assigned
  
  

Job Requirements

• High School diploma or GED required; Associate degree in a business related field preferred
• Must be 18 years of age or older
• 6 months - 1 year of customer service experience
• Must be available to work occasional nights, holidays and weekends
• Ability to remain professional and courteous with customers at all times
• Strong verbal and written communication skills
• Must have strong computer skills, including but not limited to MS Word and Outlook.
• Good listening skills
• Ability to form partnership with department and gain intimate knowledge of department operations
• Detail-oriented, and self-motivated with desire to continuously improve operations
• Exhibit strong business curiosity and must be willing to explore details to challenge status quo
• Ability to work both independently and with a team in a collaborative work environment
• Ability to treat all information confidentially
• Typing skills and strong multitasking skills
• Adaptable and proactively able to move with the change while maintaining a positive attitude
  
  

Essential Mental & Physical Function

N/A

Supervisor Responsibilities

N/A

Language Skills

Speak and write in English

Work Environment

Call Center environment

Travel Requirements

None