Logistics Service Representative III
Job Overview
Logistics Service Representative III (Sales Orders) works on programs related to customer satisfaction or return of defective materials from end customers, which require access to systems of partners of OnProcess Technology. They will work in one of the following areas: Contacting suppliers to register and configure their accounts with the client’s network, assisting suppliers to process e-invoices, addressing suppliers’ issues to the respective teams, administrating assigned workload in client systems, additional tasks related to enabling the revenue for the client via the supplier’s behaviors. As a result of customer contact, they would update the company database with all appropriate information. The Logistics Service Representative III supports all quality assurance efforts and Program criteria.
Responsibilities and Duties
• Perform/handle outbound or inbound customer and/or client communications
• Interact with customers via various methods of communication
• Processes all RMA requests from customers who use warranty partner equipment
• Utilize clients third parties to provide the entitled service
• Follow established escalations rules for any SLA at risk
• Informs the client about the development of their requests
• Performs all necessary actions and closes requests with the consent of the client
• Resolve first level escalations
• Update applicable Program Database(s) accurately
• Handle any customer escalations and requests in accordance with OnProcess Technology
policies
• Escalate data or program specific issues to appropriate level of management
• Meet or exceed key performance standards and quality objectives
• Work as a team in partnership with the Delivery Services team, contributing to the
department’s ability to consistently meet and exceed Contact Center performance goals
• May be responsible for multiple programs and working cross-functionally through programs
• Reporting actual or suspected security and/or policy violations/breaches to an appropriate
authority
• Ad-hoc duties and special projects
Qualifications
• 8+ months of customer service experience within a Contact Center
• Attention to detail and accuracy
• Advanced English in written and spoken form (B2+)
• Strong written, verbal and interpersonal communication skills
• Experience with using and maintaining a database
• Proficient in Microsoft Office Suite
OnProcess Technology is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws.
Education Requirements
High School or equivalent
Experience Requirements
Less than 1 year
About OnProcess
OnProcess is on a mission – to transform and drive the world’s circular service supply chains – for brilliant customer experiences, efficiencies at the speed of digital, and more sustainable ‘circular economy’ processes.
At OnProcess, we encourage a collective sense of engagement, affirmation and belonging, where everyone is proud to be a member of our company. As a global business, we recognize our ability to understand, embrace and operate in a multicultural world – both in the marketplace and in the workplace – is critical to our long-term sustainability. That’s why we are committed to a company-wide culture that understands that diversity, equity, and inclusion is essential.