Position Summary:
This role helps our customers to understand the LTL services offered by PRIMO. Also, answers and support inquiries and HCC, handles concerns, complaints, or other issues. And helps to ensures customer satisfaction promoting customer´s interest in the PRIMO´s services.
Top tasks & responsibilities:
1. Customer Experience: Build positive relationships by going above and beyond with customer service, ensuring that all questions, concerns, and issues are handled appropriately. Incentive customer to maintain and growth business with Primo through the daily contacts/conversations.
2. Collect and keep records of customer´s feedback to improve gaps on the process - communication, as well, as share the successful areas.
3. Operational Insights: Communicate issues and/or SLA´s breaches to the OP leader and OP manager to be escalated, reviewed, and corrected.
4. Self-Serve Strategy: Boost customers to serve themselves. Initially for Quoting and tracking.
5. E-mail management and capacity measurement: Track email & PU´s daily volume, peak days, and measure capacity to avoid service failures and anticipate customer service team increase.
6. Solve and follow up High Complexity cases, providing solutions and keeping sales and customers updated.
