Seasonal Customer Experience Representative
Full Time
Hauppauge, NY 11788
Posted
Job description
Are you looking for a part-time temporary/seasonal opportunity to get you through the holidays? Would you like to learn about the travel industry? Do you consider yourself a problem-solver? If you answered yes to any of these questions, then come join the US Luggage team.
US Luggage is a leader in the Travel ware industry and the parent company of two distinct luggage and travel brands, Briggs & Riley and Solo.
Job Summary:
The goal of this Customer Experience Representative position is to provide temporary assistance from the beginning of November through the middle of January to our e-commerce customers that are having delivery issues with their order from start to finish. This is an in-office position Monday – Friday 4 hours a day (11:00 AM - 3:00 PM), hours could increase to 6 hours a day if volume spikes. If so, then the hours would be 11:00 AM - 5:00 PM.
What the role will entail:
All incoming delivery issue calls and tickets will be directed to this position. (Order number, customer name, phone number and issue if not already noted on the ticket)- Track order through Federal Express website to get status of the order.
- Contact Federal Express with issues via phone (lost package, delivered to incorrect address, label created no movement, change of shipping address, hold my order)
- Contact warehouse to verify shipping label information
- Maintain and stay on top of all “Case numbers” created
- Contact customer from start to end of shipping cycle and keep them updated on their inquiry until resolved
- File Claims when applicable and keep track of them internally.
- Enter replacement orders when provided with authority and when applicable.
What the qualifications for the job are:
Minimum High School diploma with 1 year of customer service experience- Logistic experience (preferably with parcel delivery)
- Knowledge and experience with filing claims and tracking packages
- Basic MS Excel and AS400 experience required
What a candidate must do to be Successful:
- Work with Federal Express until a resolution is in place for the customer
- Keep the customer updated daily/semi daily on the status of their inquiry either through phone or e-mail
- All Cases and Claims to be documented/updated on a spreadsheet.
- Customer Satisfaction
EEO M/F/V/D
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