Customer Service Associate

We Ship Express is looking for a Customer Services Associate to lead our City of Industry warehouse facility!

Who we are:
We Ship Express is an industry-leading e-commerce specialized logistics company with over 20 years of compliance and shipping experience. Our all-hands-on deck team is dedicated to providing a reliable and efficient delivery experience. An entrepreneurial spirit with a commitment to our partners is the foundation of our culture and guides our vision. We Ship Express is rapidly growing our core business and expanding into new verticals and delivery systems.

Who you are:

• Extremely customer service focused, able to bring cheer to any situation
• Always looking to learn and grow from the challenges that cross your path
• Detail-oriented and thorough with a focus on quality service and support
• Driven, self-motivated and able to think and operate independently

Job Summary:
The Customer Success Associate will receive, verify, enter, and process customer orders with accuracy; prepare reports related to all shipping, and processing of orders and returns. This role will maintain the highest attention to customer service.

Essential Functions and Responsibilities:

• Process of daily order submissions ensuring accuracy and service level commitments.
• Process and preparation of club shipments ensuring accuracy and service level commitments.
• Schedule club shipments, ensuring the receiving of product inventory, collateral materials, and data export.
• Responsible for processing miscellaneous fees, call-tags, daily tracking uploads, return to sender and re-directs, within critical/specific timeline.
• Communicate issues/exceptions with appropriate contact (Customer, Warehouse Operations and/or Manager).
• Assist in resolution of issues including orders, inventory, and client services in a timely manner.
• Follow up on order exceptions and special requests with clients and track open issues.
• Responsible for running all Inventory transaction summary and detailed report, as required by management.
• Responsible for processing and follow up of all courier claims. Document and provide all claim results and/or payment to client, controller, and account manager.
• Generate shipping labels for daily orders and club shipments. Following QA/Control procedures to ensure and confirm accuracy of label counts and orders shipments.
• Prepare club breakdowns and club-Line Forms. Following QA/Control procedures to ensure and confirm accuracy of label counts and orders shipments.
• Contribute to the success of the company and suggest improvements that will assist in exceeding customer expectations.
• Perform other related tasks as required.

Knowledge Skills and Abilities Required

• Customer Service: Manages difficult or emotional customer situations. Responds promptly to customer needs. Solicits customer feedback to improve service. Responds to requests for service and assistance. Meets commitments.
• Interpersonal Skills: Focuses on solving conflict, not blaming. Maintains confidentiality. Listens to others without interrupting. Keeps emotions under control. Remains open to other’s ideas and new things.
• Oral Communication: Speaks clearly and informatively. Edits works for spelling and grammar errors. Varies writing style to meet needs. Presents numerical data effectively. Able to read and interpret written information. Speaks clearly on phone calls while listening and addressing callers’ reason for calling.
• Teamwork: Balances team and individual responsibilities. Exhibits objectivity and openness to other’s views. Gives and welcomes feedback. Contributes to building a positive team spirit. Puts success team above own interests. Able to build morale and group commitments to goals and objectives. Supports everyone’s efforts to succeed.
• Quality: Demonstrates accuracy and thoroughness. Looks for ways to improve and promote quality. Applies feedback to improve performance. Monitors own work to ensure quality.
• Quantity: Meets productivity standards. Completes work in a timely manner. Strives to increase productivity. Works quickly.

Experience:
Three years to five years of similar or related experience.

Education:
A High School education or GED; Associates Degree or Bachelor’s degree strongly preferred

What we offer:

• Opportunity to join a growing industry and company
• Competitive compensation
• Benefits package includes Medical, Dental, and Vision
• Optional Life and AD&D, Disability, Critical Illness, Accident, Hospital Indemnity, Identity Protection, Pet Insurance, and Legal Services
• Flexible Spending (FSA) and Health Savings (HSA) Accounts
• 401K retirement plan with company match
• Profit share eligibility
• Paid time off including sick days and floating holidays
• Coaching and mentoring to take your career to the next level