Summary

JOB SUMMARY Responsible for logging and tracking service failures into SIRS for issues that originate with Client Services activities.   Assists with research of service issues related to customer service actions, utilizing all available resources to determine the root cause, and maintains a compliance records that help to identify process improvements needed, adjustments to the OLR, and/or training issues. Provides weekly statistical data to management that includes a description of the service issues, status of the resolution, number of days pending resolution,  and last updated as well as additional data requested.   Confers with Quality Action Team to determine best course of action to correct or improve processes or training needs while working with a sense of urgency at the same time to ensure that all stake-holders are kept informed of the problem solving process. Assist port and warehouse personnel with understanding the SIRS database to ensure they understand how to accurately document each service issue and the resolution of issues that originate within the warehouse and business locations other than Client Services.  Assists Port and Warehouse Management as needed to implement exceptional solutions to problems efficiently and timely. EDUCATION: High School Diploma or equivalentEXPERIENCE: Three to five years experience in Customer Service or TrafficLICENSE: Valid Local Driver's LicenseTRAVEL: N/A

Description

JOB SUMMARY
Responsible for logging and tracking service failures into SIRS for issues that originate with Client Services activities.   Assists with research of service issues related to customer service actions, utilizing all available resources to determine the root cause, and maintains a compliance records that help to identify process improvements needed, adjustments to the OLR, and/or training issues. Provides weekly statistical data to management that includes a description of the service issues, status of the resolution, number of days pending resolution,  and last updated as well as additional data requested.   Confers with Quality Action Team to determine best course of action to correct or improve processes or training needs while working with a sense of urgency at the same time to ensure that all stake-holders are kept informed of the problem solving process. Assist port and warehouse personnel with understanding the SIRS database to ensure they understand how to accurately document each service issue and the resolution of issues that originate within the warehouse and business locations other than Client Services.  Assists Port and Warehouse Management as needed to implement exceptional solutions to problems efficiently and timely.
EDUCATION: High School Diploma or equivalent
EXPERIENCE: Three to five years experience in Customer Service or Traffic
LICENSE: Valid Local Driver’s License
TRAVEL: N/A

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