Delivery Station Customer Service Associate, DSL

About the Role

As a Delivery Station Customer Service Associate, you will help improve the customer experience by providing in-station real-time, hands-on support to ensure customers receive their packages on time, as promised. The role will also help connect customers with experts who can provide them the most accurate and up-to-date information about their packages.

Key Responsibilities

• Communicating with customers directly in-person, via phone, and email.
• Empathizing with and prioritizing customer needs.
• Upholding company values and respecting every customer.
• Resolving issues and setting appropriate expectations with customers.
• Clearly understanding and responding appropriately to customer issues.
• Consistently composing grammatically correct, concise, and accurate written responses to customer issues.
• Approaching problems logically and with good judgment to ensure the appropriate customer outcome.
• Making quick and effective decisions on behalf of the customer.
• Working a flexible Full-Time (40+ hours per week) schedule.

Physical Demands

Performing the following tasks, with or without reasonable accommodation:

• Carry, lift, push, and pull up to 49 pounds.
• Frequently push, pull, squat, bend, and reach.
• Stand and walk during shifts lasting up to 12 hours.
• Work in an environment where the noise level varies and can be loud (hearing protection will be provided).
• Work in an environment where the temperature may vary due to outside weather conditions and is not controlled.

Work Environment

You’ll be based at one of our last-mile delivery warehouses. As orders are dispatched and delivered, you’ll be in contact with our warehouse associates, delivery partners, and customers when they need guidance. You will inform delivery partners when a customer needs to reschedule a delivery. You will resolve delivery issues straight away.

Requirements & Tech Stack

• High school or equivalent.
• Experience in Customer Service.
• Experience working with computers and Microsoft Office (including Outlook, Word, and Excel).
• Experience prioritizing and managing time effectively in dynamic environments.
• Familiarity with multiple web browsers, database searching, and instant messenger tools.

Qualifications

• Bachelor's degree or equivalent.
• Experience in understanding performance metrics and developing them to measure progress against key performance indicators.
• Experience with written and verbal communication and presentation.
• Experience working on a merchandising/brand ambassador team for a nationally recognized consumer brand.