Customer Service Representative

at Rose International Inc. in Milan, Illinois, United States

Job Description

Date Posted: 04/16/2024

Hiring Organization: Rose International

Position Number: 462352

Job Title: Customer Service Representative III

Job Location: Milan, IL, USA, 61264

Work Model: Onsite

Employment Type: Temporary

Estimated Duration (In months): 13  

Min Hourly Rate($): 17.00  

Max Hourly Rate($): 17.50

Must Have Skills/Attributes: Communications, Customer Service, MS Excel

**Only those lawfully authorized to work in the designated country associated with the position will be considered.**

**Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**

Provides customers with information in response to the most complex situations; references single or multiple screens or documents to resolve escalated issues or disputes; provides guidance and assistance and may provide work direction to less experienced staff; assists supervisors in the continuous improvement of the customer service delivery process, and conducts customer service training for entry level staff.

DUTIES: Researches, analyzes, and responds to inquiries of a complex nature and assists less experienced staff with complex customer issues. Coaches and assists less experienced staff in meeting expected customer service and satisfaction goals.

Contacts customers to resolve outstanding customer service issues. Assists supervisors in the continuous improvement of the customer service delivery process. Conducts customer service training for entry level staff. Documents customer interactions and product/service issues, entering descriptive information online in order to provide history and tracking of issue resolution.

• Investigate, resolve, and respond to overage and shortage claims using various methods including pulling and evaluating parcel and grid trips
• Assign error case code accordingly based on the outcome of the investigation
• Consider approval for shipping errors that require processing exceptions
• Interact with Client dealers daily by phone (outbound calls) and email
• This position makes outbound calls to Client dealers on a daily basis. The only inbound calls received are calls being returned by the dealers. This is not an inbound call center position.
• Communicate with carriers and outside suppliers to obtain tracking information
• Morning tasks to include running notes job, entering notes into each case, pulling picker reports & splitting cases before cases can be worked each day
• Ending tasks to include authorizing return IDs associated with the overage/shortage case, crediting those return IDs, updating case log for cases worked and sending end of day update
• Support team metrics while working in a high-volume/high-pace environment
• Provide cross functional support to warehouse operations teams

Requirements:
• Ability to use standard desktop applications such as Microsoft Office (Outlook, Excel, etc.)
• Customer Service experience with strong negotiation, communication and listening skills
• Experience demonstrating ability to work with many contacts to get information and results in a timely manner
• High level of attention to detail and accuracy
• Experience working within a team environment
• Experience skillfully handling difficult customer interactions
• Experience demonstrating strong organizational and planning skills
• Enjoy working in a fast-paced environment

Preferred:
• Ability to work overtime as workload requires
• Self-motivated individual with a personal drive to achieve
• Experience solving complex problems and critical thinking
• Knowledge of parts distribution and/or carrier OS&D
• Experience with Distribution Network System (DNS)
• Knowledge of Client internal Client Parts On The Internet (Client Point)

Benefits:
For information and details on employment benefits offered with this position, please visit here. Should you have any questions/concerns, please contact our HR Department via our secure website.

California Pay Equity:
For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here.

Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.

If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department.

Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).