Customer Response Advisor IRC46372 Job in Green Bay, Wisconsin US
Customer Response Advisor IRC46372
Brief Description The Customer Response Advisor must be skilled in interpersonal relationship management to effectively work at all levels within the SNI organization and with the client. The primary responsibility of the role is to manage every aspect of a specific account acting as the face of customer service while fostering sustainable growth in the relationship between the client and SNI. This associate will appropriately balance their time between the tactical and strategic execution of the work to deliver superior service to the customer while fulfilling SNI?s internal business strategies. DUTIES AND RESPONSIBILITIES: 1. Accountable for achievement of our customer service business goals and manage a list of account specific Customer Service Key Performance Indicators: On-time pickup and delivery, customer satisfaction, proactive customer service communication (internally and to customer), phone metrics, volume and timely and accurate invoicing. Oversee and lead implementation of action steps to improve and deliver underperforming key factor results. Communicate results with team and internal stakeholders. 2. Revenue generation and margin enhancement-align with market strategies, understand lost opportunities(DLT fulfillment) and solicitation opportunities, build the ?perfect order? with desirable freight characteristics, appropriately gain approval and bill for accessorial charges, realization of volume growth on the right lanes, profit based decision making 3. Act as customer advocate to the organization clearly and accurately communicating the customer?s needs 4. Ensure entire SNI team provides service that will exceed internal and customer expectations. Analyze service defects and trends to determine root causes and communicate service challenges and gaps to the Enterprise. 5. Understand and manage customer?s reporting requirements 6. Escalation point of contact for customers should problems be elevated beyond the CSR level 7. Ongoing communication of results/strategy/market conditions to the account team 8. Act as the primary resource for team members when support is needed for problem resolution. Provide coaching where appropriate and provide feedback to customer service manager 9. Provide desk coverage and direct ownership for frontline work as dictated by business: load creation, service monitoring, billing, appointments, etc 10. Assist in training new team members as well as ongoing training for existing team members 11. Act as a positive role model for team member Detailed Description x