1+ months

Customer Support Representative I

Kelly Services
Phoenixville, PA 19460
Customer Support Representative I - Job Summary The Customer Support Specialist delivers on the promise to our customers and our customers make to their customers. This position is the account management primary point of contact for customers for all items related to the pickup, customs clearance, delivery, billing, track/trace, Accounts Receivable, IT, reporting and operations components for the freight customers give to us. The primary role and responsibility is to be responsive and accessible to your designated group of customers, as well as to cover for other Customer Specialists within and across the district when needed. This role also supports customers who may call into the line for service.

**Location** Phoenixville PA: this position is located in our PHL branch, however, this job function is currently being performed remotely. Plans to phase back into our office spaces is underway, and will be communicated accordingly.

**Experience Required**

2+ years progressive experience in a Client Relationship/Support role, where supporting external customers, problem solving and troubleshooting issues is a part of the daily job function

Successful track record of building internal and external customer relationships

Identifying, addressing and resolving problems independently

Managing daily workload with little supervision; exceptional organizational skills

Processing information through focused listening, writing, or visual attention

**Skills Abilities Required**

2+ years progressive experience in a related role

Proficiency in Microsoft Excel will be a skills test

Ability to Travel- flights car travel 1-4x per year

Ability to manage emotionally charged situations requiring resolution

High attention to detail as information may be used in the preparation of presentations and/or reports

**Day to Day Responsibilities**

Reporting customer facing service reports

Track and manage weekly service exceptions, end delivery report/late

PIN report to ensure accurate internal and external measures of PI s on time performance

Complete internal and external reports within set deadline

Monitor each customers aging to reach out to the Collections Analyst to see how can assist when the amount past due

Provide insight and advice to various departments and roles within the organization around PI s customer needs; shipping patterns; challenges, etc

Develop key external relationships with each assigned customer - serve as the day-to-day point of contact/face of PI using both verbal and written communication

Understand, identify, anticipate, develop and manage processes and issues which impact or affect internal and external customers

Develop key internal relationships in the Transportation, Operations, Finance, IT, Sales and Customer Service areas using both verbal and written communication

Track unbilled Accesorials; PF Unbilled PRO s; Finalizing HWBs Determining PWB costs to ensure PI recovers all revenue.

Support onboarding process and stabilization of new customers

Monthly proactive calls to each customer confirming customer satisfaction determining of future needs, how we can improve/better support their operation

Working conditions under which the job is performed include concentrated visual or auditory attention, travel to local work and/or customer locations advanced notice provided , repetitive movements i.e. typing, data entry , high volume telephone activity, extensive sitting during work hours.

**Why Kelly** **** **?**

As a worker today, its up to you to take charge of your career and look for opportunities to learn, grow, and achieve your potential. Helping you find whats next is what were all about. We know whats going on in the evolving world of workjust ask the 440,000 people we employ each year. Connecting with us means getting the support, guidance, and opportunities needed to take your career where you may have never imagined.

**About Kelly** ****

At Kelly, were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a leading advocate for temporary/non-traditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce and providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance.
Posted: 2020-08-21 Expires: 2020-10-22

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Customer Support Representative I

Kelly Services
Phoenixville, PA 19460

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