WanHub is looking for a detail oriented Partner Success Associate who will respond to customer requests, questions, and concerns. This is a fully remote position.
Who we are:
WanHub is an industry leading e-commerce logistics company specialized in helping our customers meet their compliance and shipping needs. Our all-hands-on deck team is dedicated to providing a reliable and efficient delivery experience. An entrepreneurial spirit with a commitment to our partners is the foundation of our culture and guides our vision. WanHub is rapidly growing our core business and expanding into new verticals and delivery systems.
Who you are:
- Extremely customer service focused, able to bring cheer to any situation
- Always looking to learn and grow from the challenges that cross your path
- Detail-oriented and thorough with a focus on quality service and support
- Driven, self-motivated and able to think and operate independently
Job Summary:
The Partner Success Associate will respond to customer requests, questions, and concerns, prepare reports related to all shipping, and processing of orders and returns. This role will maintain the highest attention to customer service.!.
Essential Functions and Responsibilities:
- Order Management, Status Updating and Issue Resolution:Bi-weekly B2C shipment order variance investigation and resolution.
Managing, analyzing, tracking, moving and expediting undelivered orders
Work directly with and cross functionally with both Wanhub and their FMCs to determine undelivered order locations, then take needed action to get them moving to final delivery to the customer.
Liaison between customer, Wanhub and their FMCs
Update all undelivered order statuses in Wanhubs system in real-time, post findings in order management or issue resolution.
Drive improvements from delivery/return issues, discoveries and learnings
- Reverse Logistics:
Managing/Tracking orders showing as "returned" status at Wanhubs FMC to final delivery back to customer.Ensure customer receives all orders to be returned.
Updating status of all undeliverables physically received at WanHub WH’s that are not currently matching return status.
- KPI’s/Reporting:Reporting of individual FMC performance
Escalation of problems/issues to customer
Reporting of IT issues, improvements on tracking and visibility, etc. -
Delayed order status stemming from daily management, analyzing and tracking.
Order and process issues/bottlenecks discoveries, resolutions and improvements
- Support day-to-day communications with FMC’s.
- Contribute to the success of the company and suggest improvements that will assist in exceeding customer expectations.
Knowledge Skills and Abilities Required:
- Customer Service: Manages difficult or emotional customer situations. Responds promptly to customer needs. Solicits customer feedback to improve service. Responds to requests for service and assistance. Meets commitments.
- Interpersonal Skills: Focuses on solving conflict, not blaming. Maintains confidentiality. Listens to others without interrupting. Keeps emotions under control. Remains open to other’s ideas and new things.
- Oral Communication: Speaks clearly and informatively. Edits works for spelling and grammar errors. Varies writing style to meet needs. Presents numerical data effectively. Able to read and interpret written information. Speaks clearly on phone calls while listening and addressing callers’ reason for calling.
- Teamwork: Balances team and individual responsibilities. Exhibits objectivity and openness to other’s views. Gives and welcomes feedback. Contributes to building a positive team spirit. Puts success team above own interests. Able to build morale and group commitments to goals and objectives. Supports everyone’s efforts to succeed.
- Quality: Demonstrates accuracy and thoroughness. Looks for ways to improve and promote quality. Applies feedback to improve performance. Monitors own work to ensure quality.
- Quantity: Meets productivity standards. Completes work in a timely manner. Strives to increase productivity. Works quickly.
Experience:
Three years to five years of similar or related experience.
Education:
A High School education or GED; Associates Degree or Bachelor’s degree strongly preferred
What we offer:
- Opportunity to join a growing industry and company
- Hiring Range of $20.00 - $26.00 per hour; overtime eligible. Exact compensation may vary based on skills, experience and location Benefits package includes Medical, Dental, and Vision, Optional Life and AD&D, Disability, Critical Illness, Accident, Hospital Indemnity, Identity Protection, Pet Insurance, and Legal Services
- Flexible Spending (FSA) and Health Savings (HSA) Accounts
- 401K retirement plan with company match
- Bonus eligibility
- Paid time off including vacation, sick days, and floating holidays
- Coaching and mentoring to take your career to the next level
Job Type: Full-time
Pay: $20.00 - $26.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Travel requirement:
- Up to 25% travel
Work Location: Remote
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