Senior Customer Service Representative
Palo Alto, Ca
(Must have a bachelors degree-required for consideration, wtih up to 10 years total work experience and no more than 3 jobs since getting your bachelors degree! You should have no unemployment gaps whatsoever. Need to have 2 most recent years in customer service, managing a case load this company can quantify through a multistage process that you can describe. You need to have significant experience with SalesForce or comparible CRM mixed with great phone skills)
If you meet the above then we can talk to you. We are looking to hire this person right away. Need to have a very detailed cover letter outlining where your skillsets fall and why you feel you are a good fit for this job and then an up to date resume.
This company is looking for a Customer Success Agent (Customer Service Representative), a comprehensive customer-facing position that will help Shipwire exceed its customer success goals.
The role is a fundamental position focusing on post-sales operations pertaining to this companies Software-as-a-Service (SaaS) fulfillment and shipping offerings targeting small and medium businesses on a global scale.
The Customer Success Agent will work with customers to troubleshoot support requests, setup special projects and assist with the on-boarding and expansion of new and existing customers. This Bay Area position is based at their corporate office in Palo Alto, few blocks away from the California Caltrain station.
As a Customer Success Agent, you will work closely with operations, product management, and sales representatives to operationally deliver this companies vision to make global fulfillment services available to companies both big and small. Applying your problem solving skills, you will develop a deep understanding of, and drive enhancements to, companies fulfillment and shipping services. You will be working in a tier-one operational-level support role and drive resolutions for problems and inquiries. More specifically, you will provide solutions to customers and resolve all escalated customer cases to this companies Operations and Engineering teams.
Desired Skills & Experience
Responsibilities
•Field, troubleshoot and collaborate with team members to resolve customer generated support cases
•Manage a fast-paced queue of support requests, driving all issues to resolution with a strong focus on customer satisfaction and efficient task execution Perform all tasks related to the day-to-day operations of SFDC, CMS, Google Apps and other on-demand applications
•Listen and fully understand customer requirements and 'pain points'
•Translate customer project requirements into instructions and pricing estimates
•Demonstrate technical acumen to solve ad-hoc support cases and document the resulting solution with a strong attention to detail
•Communicate a passion for customer (success with a team player attitude
•Monitor, anticipate and exceed customer adoption and usage metrics (e.g. customer effort and net promoter scores)
•Craft and communicate customer feedback, early warning and communication plans to the Operations and Sales teams
Qualifications
•Experience with a cloud-based SaaS business applications for the SMB marketplace
•Experience with Salesforce.com (SFDC) Case Management
•Knowledgeable about e-Commerce, Shopping Carts, Warehouse Management and Distributed Systems
•Experience managing customer expectations via a distributed business model spanning multiple, global 3rd parties
•Problem solving skills with a natural curiosity
•Excellent project management skills with ability to juggle multiple projects/tasks across various user groups
•Business acumen including a solid understanding of how products move though supply chains from manufacturer to final customers
•BA/BS Degree or equivalent work experience
•Experience with enterprise integration tools such as APIs
•Excellent writing, presentation and communication skills
•Outstanding follow-through, resourcefulness, attention to detail, and communication skills, both verbal and written.
•Ability to keep pace with rapid changes
•Highly skilled with telephony and web-based collaboration and conferencing tools
•Must be a go-getter and company enthusiast who thrives on working in fast-paced environment
•No travel
•AKA: Customer Service Lead, Technical Support Representative, Customer Support Engineer, Customer Relations, Customer Solutions Engineer, Customer Support Analyst
Company Description
Company provides outsourced global fulfillment services via an integrated software platform that connects shopping carts and selling channels to a distributed warehouse infrastructure.
•—Company lower the cost of shipping & logistics
•—Company enables merchants to sell globally
•—Company automates and manages merchant order fulfillment from cart to destination
This company Offers:
•Opportunity to work with the leading global provider of outsourced fulfillment services
•Dynamic, challenging, international work environment
•A team with a high level of energy, integrity and motivation to win
•Exciting ground floor career opportunities
•A commitment to diversity and inclusion
•Competitive compensation including bonus plans & a great benefit package
•An individualized professional development plan
Compensation:
•$40k-$60k + MBO Bonus + Stock
------------------------------------
********************************************************************
Read the new KIT List blog at www.kitlist.wordpress.com for job tips and to connect to our community!
Please go to www.KITlist.org to join, post jobs, or get answers to common questions. If you have any comments or questions, you can reach us directly at KITmoderator@KITlist.org.
By using the KIT List you agree to comply with the Terms of Use on the site, and will not use discriminatory employment practices. The KIT List is a service of Connelly Communications, Inc.
TO UNSUBSCRIBE:
Replying to KIT emails with an "unsubscribe" request does not work.
Instead, just send an email (from the same account you used to subscribe) to KITlist-unsubscribe@yahoogroups.com. If you are still receiving emails after a few days, please email us at KITmoderator@KITlist.org and we will manually remove you. Thanks!Yahoo! Groups Links
<*> To visit your group on the web, go to:
http://groups.yahoo.com/group/KITlist/
<*> Your email settings:
Individual Email | Traditional
<*> To change settings online go to:
http://groups.yahoo.com/group/KITlist/join
(Yahoo! ID required)
<*> To change settings via email:
KITlist-digest@yahoogroups.com
KITlist-fullfeatured@yahoogroups.com
<*> To unsubscribe from this group, send an email to:
KITlist-unsubscribe@yahoogroups.com
<*> Your use of Yahoo! Groups is subject to:
http://docs.yahoo.com/info/terms/
