Job Description

*Internal OPT Employees Only*

The Logistics Service Representative IV will support end to end provisioning within Supply Chain Management. He/She will work cross functionally in the following areas: building/processing orders, dispatching Techs and/or parts, Triage and quota management. The Logistics Service Representative IV supports the spare parts planning function of a major clients warranty exchange program and does this through professional communications, both to and from customers on behalf of OPT’s clients. The Logistics Service Representative IV supports the company’s processes through professional communications, both to and from customers, on behalf of OnProcess Technology’s clients. As a result of customer contact, he/she updates the company database with all appropriate information. The Logistics Service Representative IV supports all quality assurance efforts and program criteria.

RESPONSIBILITIES

  • Perform/handle outbound or inbound customer and/or client communications
  • Advise customers on behalf of OnProcess Technology’s clients
  • Interact with customers via various methods of communication
  • Handle all return material authorization requests in support of customers that require replacement/repair of client’s products
  • Utilize clients’ third parties to provide the entitled service
  • Analyze validity of service request reported and advise customer of action according to process
  • Provide service quotation for non-contracted services
  • Open cases in database when receiving a direct request and obtain all mandatory information including the product specified
  • Manage all calls according to the service level, assuring key timeframes are met
  • Follow detailed instructions as outlined in company documents
  • For service level agreement in jeopardy, follow established escalation rules
  • Resolve customer complaints and escalations
  • Update customer as the service request progresses
  • Complete all the required date entry and close any case which has been opened via a direct request with the customer’s agreement
  • Resolve Tier 2 customer escalations
  • Update applicable program database(s) accurately
  • Appropriately handle challenging and unique customer situations in accordance with OnProcess Technology policies
  • Identify and escalate data or program specific issues to appropriate level of management
  • Meet or exceed OnProcess Technology’s key performance standards and quality objectives
  • Work as an integral part of the Delivery Services team; contributing to the department’s ability to consistently meet and exceed Contact Center performance goals
  • May be responsible for multiple programs and working cross-functionally through programs
  • Ad hoc duties and special project

QUALIFICATIONS:

  • 1 year OnProcess experience required
  • Previous customer service experience within a Contact Center
  • Previous technical experience and experience in supply chain management
  • High School Diploma or equivalent
  • Attention to detail and accuracy
  • Multi-tasking skills including the ability to toggle between multiple computer windows
  • Strong written, verbal and interpersonal communication skills
  • Meet certification requirements
  • Ability to maintain confidentiality
  • Familiarity with or an ability to understand and utilize a database and Microsoft Office programs

SHIFTS AVAILABLE:

  • Sunday - Thursday: 10:00am - 6:30pm EST
  • Sunday - Thursday:  3:00pm - 11:30pm EST
  • Sunday - Thursday:  11:00pm - 7:30am EST

PHYSICAL REQUIREMENTS

  • Must be able to move intermittently throughout the work day.
  •  Must be able to lift, bend, etc.
  • Must possess sight/hearing/speech senses, or use prosthetics that will enable these senses to function adequately so that the requirements of this position can be fully met.
  • Possess distraction free work from home space

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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