Description

Acts as a liaison between between customers, custodians, vendors, and depositories to solve customer complaints and potential concerns. Works under the direct supervision of the Sales Support Supervisor. Responsible for overseeing the shipping process of precious metals. Works together with vendors and company departments to resolve all shipping problems. Make follow-up calls for customer satisfaction purposes and respond to reviews that are posted. This role will conduct its daily duties of responding to emails sent to various customer service, review, sales support, and shipping inboxes and responding accordingly.

Key Responsibilities

Establish and maintain positive working relationships between customers, custodians, vendors, and depositories.
Mail out and email items and documents
Review and address email inquiries and tickets in a timely manner.
Review purchase orders to ensure tracking and/or transfer notifications have been received and items delivered.
Obtain tracking and transfer notifications from vendors and update Salesforce accordingly.
Coordinate with suppliers to ensure customer requested logistic accommodations and/or special instructions are met.
Follow up with customer to ensure package(s) arrives safely and in good order.
Facilitate and coordinate with appropriate parties regarding shipments to proper facilities and report correctly.
Investigate, analyze, and suggest solutions to routine claim issues.
Facilitate prompt complaint resolution through direct contact with superiors.
Continuous inspection of reports to identify any potential issues or shipping delays. Alert and follow up with proper departments to determine the next best course of action and execution.
Conduct Customer Satisfaction Calls daily. Respond to all posted reviews in a prompt manner.

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.

Work Environment - The working conditions of this position include working in a remote fashion and autonomous environment. The environment must be free of distractions and provide a space to conduct business in a confidential manner. Able to work autonomously as well as collaboratively with team in a remote environment.

Benefits

Medical, Dental, Vision, 401k

Vacation: 2 weeks paid annually, up to 3
Paid Holidays
Annualized Performance Bonus
Work From Anywhere

Birch Gold Group

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