Customer Success Specialist

Are you looking for more a place to work where you feel like a family member?  OSM is a high-growth, $620M+ global B2C ecommerce shipper headquarters in Glendale Heights, IL.  At our core, however, we are a family-owned business and still have a culture of a start-up, fostering a close-knit team.  We are currently adding to our Customer Success team. 

Our current opening is an in-office Monday-Friday, 9am-5pm, Customer Success and Operations (CSO) Specialist that will play a critical role in fostering the relationship with our valuable customers.  On a high-level, the CSO Specialist will provide our customers with ongoing phone and email support, resolve any shipping issues they may have, run them KPI reports, and update our various systems ensuring data integrity with our metrics.  This is a full-time role with benefits. 

Key Job Responsibilities:

• Provide exemplary service to business customers by building relationships, resolving issues, and collaborating on solutions to better meet customer needs. 
• Work cross-departmentally to resolve customer issues.  Assist in identifying root causes for problems to prevent future service issues. Examples: Accounting, Operations, Transportation, Technology, etc. 
• Respond to all customer calls and emails timely and professionally. 
• Gather information, identify root causes, and determine appropriate next steps.
• Communicate findings, resolutions, and updates clearly to customers and internal teams.
• Communicate with customers on all shipping changes and/or updates which would affect change any aspect of their services with OSM. 
• Run reoccurring reports for customers such as time-in-transit, missing pieces tracking updates, etc., and creating ad hoc reports based on customer needs. 
• Assist with customer implementations, integrations, system updates, and process changes.
• Manage lost or damaged parcel claims and process any reimbursements.   
• Navigate and update the various systems including Zendesk and Salesforce.

• High school diploma required; some college experience preferred. 
• 2+ years of experience in customer success, customer operations, logistics, transportation, e-commerce, or a related field.
• Proficient in Microsoft Office Suite; Word, Excel, and Outlook.
• Strong communication and empathy skills to resolve issues for customers.
• Proficient in Zendesk and Salesforce.