Acts as a liaison between Management and Customers to solve customer complaints and potential concerns. Works under the direct supervision of the Customer Relations Supervisor.
Responsible for overseeing the shipping process of precious metals. Works together with vendors and company departments to resolve all shipping problems.
Key Responsibilities
· Answer customer questions, assesses product or service problems, and resolves issues in a variety of ways using best judgment
· Address concerns and negotiates resolutions
· Research, analyze, and suggest solutions to non-routine claim issues
· Facilitate prompt complaint resolution through direct contact with Management
· Obtain tracking and transfer information from Vendors and updates Intellect accordingly
· Ensure complete orders are shipped and delivered in a timely manner
· Work closely with Vendors to track, check, prioritize and route orders
· Inspect labels, barcodes and other features of completed orders
· Collaborate with sales, purchasing and other managers to coordinate acceptable delivery date or special instructions requested by customer
· Resolve issues regarding shipped orders
· Follow up with customer to ensure package(s) arrives safety and in good order
· Enter all tracking, transfer and delivery confirmations into Intellect
· Handle all sales support inquiries
· Interface with Sales brokers, customers, and custodians regarding shipping and delivery status of transaction
· Initiate and follow up with customer reviews and satisfaction promotions
· Track IRA and Cash Deliveries
· Confirm Wires are uploaded into Intellect
· Contribute to Sales Support Development
Skills Knowledge and Expertise
· Adaptability – Accepts criticism and feedback. Adapts to changes in the work environment. Changes approach or method to best fit the situation.
· Communications – Exhibits good listening and comprehension. Exceptional written and verbal communication skills, specifically, following up to ensure resolution. Excellent phone etiquette and an ability to maintain grace under pressure.
· Customer Service – Displays courtesy and sensitivity, while maintaining a positive attitude. Must have a customer service background. Manages difficult or emotional customer situations. Meets commitments. Responds promptly to customer needs. Solicits customer feedback to improve service.
· Problem Solving – Develops alternative solutions. Gathers and analyzes information skillfully. Identifies problems in a timely manner. Resolves problems in early stages. Works well in group problem solving situations.