What are the responsibilities and job description for the Logistics Customer Service Representative position at Jewelers Mutual?
Summary
The Logistics Customer Service Representative (CSR) I is responsible for taking inbound customer phone calls for our Jewelers Mutual Shipping Solution product. This is done by supporting clients’ needs and inquiries and carrying out the operational tasks necessary to deliver logistic services strictly in accordance with the company’s security protocols as outlined in standard operating procedures.
WHY Jewelers Mutual:
We are a financially secure, exceptionally positioned, and intellectually curious company driven by our core values of Agility, Accountability and Relevancy! We continue to raise the tide of the jewelry industry we’ve served since 1913 through our innovative people, our unyielding customer commitment, and evolution of our products and services to be the most trusted advisor to all we serve.
With a generous benefits package, office locations throughout the United States, and a mantra of “making your mark today”, consider evolving your career and shining bright with Jewelers Mutual Group!
Essential Duties and Responsibilities include the following. Other duties may be assigned.
- Handle customer requests, answer incoming phone calls and respond to inquiries in accordance with established service standards and standard operating procedures, providing exceptional customer service.
- Troubleshoot customer system issues to find appropriate solutions for their unique situations.
- Assist customers with their inquiries regarding services offered by the company including small parcel shipping, transit insurance and Anti-Money Laundering compliance. This includes training new customers in use of the company’s online services.
- Correct and submit carrier supply orders for clients.
- Onboard new customers including training on navigation of our online shipping platform and address any immediate questions.
- Effectively communicate via email with carriers and clients to resolve inquiries and open investigations on missing packages.
- Recreate customer system issues to find appropriate solutions for their unique situations.
- Monitor the shipping email inbox and respond to customer inquiries.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Leadership Responsibilities
None
Qualifications
- High school degree or equivalent.
- Customer service experience preferred.
- Familiarity with Microsoft Office preferred.
- Property/casualty insurance background and jewelry industry experience are helpful.
Certificates, Licenses, Registrations
None
Physical Requirements
- Prolonged periods sitting at a desk and working on a computer.
- Occasionally required to stand; walk; use hands to finger, handle, or touch objects or controls; and talk or hear.
