The National Accounts Customer Service Representative will support the Victory Packaging/Government Services Call Center agents for trouble-shooting and coordinate projects that involve Fulfillment Branches, Quality, or Purchasing. Support the Customer Service Manager and Call Center Manager in efforts to implement new systems and processes.
Works directly with large customers to obtain dock instructions and order verification
Audit call center agents on a monthly basis against established QA Metrics
Diagnose and resolve issues in a timely manner from the agents and fulfillment supervisors by monitoring group Inbox (Outlook)
Review order files daily for erroneous orders
Manage recurring order review process with agents
Review returns report daily to address potential issues
Assist branches with processing freight correctly
Review customized label orders daily for errors and corrections
Provide timely feedback to management regarding service failures, customer concerns, compliance concerns, or other issues.
Additional Functions/Job Duties:
Other duties as assigned.
Cross train in other functional areas of facility (e.g. accounts payables, accounts receivables, purchasing)Requirements Bachelor's degree preferred, or equivalent experience required.
2-3 years phone based customer service experience required.
Fluency in English required, verbal and written. Bilingual in Spanish and English welcome
Excellent speed and accuracy in data entry skills (prefer 60 wpm)
Excellent computer proficiency, especially in MS Word and Excel
Ability to create and edit documents in MS Office: Outlook, Word and Excel
Ability to identify issues and communicate with team or management
Must be able to maintain a professional appearance, attitude and provide exceptional customer service.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Be able to sit for longer than 6 hours of time
Walk for distances of 100 yards repeatedly and without assistance
Specific vision abilities required by this job include close vision, distance vision, peripheral vision and ability to adjust focus.
As an equal opportunity employer, we consider all qualified applicants for employment without regard to race, color, religion, age, sex, national origin, sexual orientation, gender identity, genetic information, disability, protected veterans' status, or any other characteristic protected by law.
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
Please view Equal Employment Opportunity Posters provided by OFCCPhere
In compliance with the ADA Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position with Victory Packaging, please call (713) 961-3299 or email firstname.lastname@example.org
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Victory Packaging voluntarily participates in the federal government's E-Verify program. We believe this system helps support the integrity of our hiring process. E-Verify is now in place at all Victory Packaging locations across the country. With E-Verify we are able to confirm the employment authorization of all newly hired employees through a partnership with the Social Security Administration and Department of Homeland Security. For up-to-date information on E-Verify, go to www.uscis.gov and click on the 'E-Verify' logo.
Note: E-Verify is not used as a tool to pre-screen candidates. The E-Verify procedures only apply to those who are hired by our company. The E-Verify process is completed in conjunction with a new hire's completion of the Form I-9, Employment Eligibility Verification upon commencement of employment.
Victory Packaging uses the Victory name in all locations outside California. We can only be contacted in California under the name Golden State Container. Victory Packaging . All Rights Reserved.