SNS Support Specialist

POSITION SUMMARY/OBJECTIVE:

This position will oversee tasks for SNS shipments. Main responsibilities include reviewing and acting on customers’ requests, troubleshooting shipments, and documenting details to assist with clearing SNS cases.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. A formal request process may be obtained from Human Resources.

• Support SNS operations and customer service teams

• Provide timely and accurate information to incoming customer cases; attend to all case categories and respond through GCS, DPS admin portal, and email, following all cases to closure

• Professionally address customer issues and ensure effective resolution occurs; check and implement customer instructions, check for unacceptable materials in the shipment, document weight and details

• Scan all shipments as received and put away back into the operations as procedure requires

• Process customer requests and changes according to established department policies and procedures, while demonstrating effective problem-solving skills, compassion, and empathy for the customer

• Respond and research any service failures or customer inquiries, and correct, report, and escalate accordingly to outlined procedures and processes

• Assist with service claim investigations

• Train and coach new SNS team members as they onboard

• Provide back-up to SNS operational tasks to include sorting packages, packing shipments, as well as other miscellaneous cargo related shipping duties

• Support MyUS Package Support team as requested

• Perform in a timely, dependable, and flexible business environment with high ethical standards and a positive, optimistic approach to the pursuit of excellence

• Work both cohesively with your team and independently, allowing for collaboration and the overall success of the department, yet achieving personal succession in addition

• Follow KPI’s set by the company to main operational flow as well as all corporate policies and procedures

• Assure safety standards are being utilized, and complies with all company, local, state, and federal guidelines

• Attend all Compliance Training Classes and abide by Compliance Policy and Procedure

• Exude exemplary customer service and consistently maintain a positive attitude

• Special projects and other responsibilities may be determined and assigned by Management

MANAGEMENT RESPONSIBILITY:

• N/A