Customer Escalation Specialist

First and foremost, Progistics Distribution values our people, encourages their development and reward their performance. Our mission is to develop relationships that make a positive difference in our customers’ and employees’ lives. Our vision is to uphold the highest standards of integrity in all of our actions. We work together, across all boundaries, to meet the needs of our customers in a timely manner.

Position Title: Customer Escalations Specialist

Location: Henderson NV

Years of Experience required: 3 + years

Pay Band: TBD

Type: Full-Time Employee

Classified: Non-Exempt

Schedule: TBD

Shift: $18.00- 19.75

The Escalation Specialist is responsible for advanced problem solving to assist our customers to resolve problems. The role requires a candidate who is empathetic and knowledgeable in order to de-escalate and instill confidence in our customers and consignees. Candidate must have a strong understanding of how our operations and other teams work in order to successfully assist with problem resolution.

Key Job Functions

• Answer emails from our customers on escalated issues.
• Work to resolve orders that have been escalated in the employer systems called TAGNET and ensure we are communicating regularly with our customer, consignee and partner.
• De-escalate customer by professionally and empathetically assisting to resolve their issues.
• Work on special projects and reports that are need for our customers.
• Work on the employer system -TAGNET states and Catamaran as needed.
• Assist with reschedules for Crate by evaluating requests to reschedule. Talk to the consignee and make sure that our solution is acceptable to them, if we do reschedule. If it is not, work to provide a solution that will be acceptable.
• Assist with reschedules for orders that have already been previously rescheduled. Work with the partner to ensure we get the order delivered asap and on a date and time that will be acceptable to the consignee. Ensure the shipment delivers as expected, once rescheduled.
• Develop relationships with our customers.
• Develop relationships with our partners.
• Develop relationships with our internal teams.
• Be able to multi-task
• Be flexible and willing to learn new things and accept new challenges.
• Identify opportunities to improve processes and procedures with your manager
• Assist in the creation of a culture that supports the FragilePak way
• Any other tasks as requested by your manager

Education/Experience Requirements:

• A minimum of 3 + years of problem solving skills
• Flexibility to work different shifts (including evenings, weekends, or holidays)
• Basic knowledge of computer software and office systems
• Ability to thrive in fast-paced environment, multitasking while keeping focus on the customer

Skills and Competencies:

• Must have Interpersonal and customer service skills
• Must have Analytical and problem-solving skills
• Must Multitasking and organizational skills
• Knowledge of Office programs (MS Office);
• Must have Ability to find the positive in any situation
• Must have Strong/successful interpersonal relationship skills
• Strong oral and written communication skills
• Must have attention to details
• Must have a strong work ethic with a professional, positive attitude
• Creative problem-solving skills and ability to evaluate multiple solutions to make sound decisions

COME GROW WITH US!

Progistics committed to providing equal employment opportunity for all persons regardless of race, color, religion, sex, age, marital status, national origin, citizenship status, disability or veteran status.

Job Type: Full-time

Salary: $18.00 - $19.75 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years

Shift:

• Day shift
• Evening shift
• Morning shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work setting:

• Call center
• In-person
• Office

Ability to Relocate:

• Henderson, NV 89074: Relocate before starting work (Required)

Job Type: Full-time

Pay: $18.00 - $19.75 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Experience level:

• 3 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Call center
• In-person
• Office

Ability to Relocate:

• Henderson, NV 89074: Relocate before starting work (Required)

Work Location: In person