Internal OPT Applicants Only, Logistics Service Representative IV, Work from Home

*******Internal OPT Applicants Only*******

The Logistics Service Representative IV will support end to end case management within the Customer Care space. He/She will support the companys processes through professional communications, both to and from customers, on behalf of OnProcess Technologys clients. As a result of customer contact, he/she updates the company database with all appropriate information. This role requires skill in problem solving, high level of expectation of precision, self-motivation, ownership and ability to work a complex Customer Care Dispatch program. The Logistics Service Representative IV supports all quality assurance efforts and program criteria.

PERFORMANCE RESPONSIBILITIES

• Perform/handle outbound or inbound customer and/or client communications
• Advise customers on behalf of OnProcess Technologys clients
• Interact with customers via various methods of communication
• Utilize clients third parties to provide the entitled service
• Analyze validity of service request reported and advise customer of action according to process
• Open cases in database when receiving a direct request and obtain all mandatory information including the product specified
• Manage all calls according to the service level, assuring key timeframes are met
• Follow detailed instructions as outlined in company documents
• For service level agreement in jeopardy, follow established escalation rules
• Resolve customer complaints and escalations
• Update customer as the service request progresses
• Complete all the required date entry and close any case which has been opened via a direct request with the customers agreement
• Update applicable program database(s) accurately
• Appropriately handle challenging and unique customer situations in accordance with OnProcess Technology policies
• Identify and escalate data or program specific issues to appropriate level of management
• Meet or exceed OnProcess Technologys key performance standards and quality objectives
• Work as an integral part of the Dispatch team; contributing to the departments ability to consistently meet and exceed performance goals
• May be responsible for multiple programs and working cross-functionally through programs
• Ad hoc duties and special project

QUALIFICATIONS:

• Previous customer service experience within a Contact Center
• Previous technical experience and experience in supply chain management
• High School Diploma or equivalent
• Attention to detail and accuracy
• Multi-tasking skills including the ability to toggle between multiple computer windows
• Strong written, verbal and interpersonal communication skills
• Meet certification requirements
• Ability to maintain confidentiality
• Familiarity with or an ability to understand and utilize a database and Microsoft Office programs
• Knowledge of CRM systems such as SAP and Salesforce is a plus.

Shifts:

• Tues-Sat. 9:30 a.m.-6 p.m. EST and location in U.S. is mandatory

PHYSICAL REQUIREMENTS

• Must be able to move intermittently throughout the work day.
• Must have a quiet work from home space
• Must be able to lift, bend, etc.
• Must possess sight/hearing/speech senses, or use prosthetics that will enable these senses to function adequately so that the requirements of this position can be fully met.