Customer relations coordinator job description

Serves as a “customer advocate” by improving new customer activation, pickup performance and responsiveness to customer issue resolution at assigned station(s). Communicates with various internal and external resources, responding to requests and issues to ensure a positive pickup experience and improved service quality index (SQI). Supports ongoing implementation of new and enhanced Customer Pickup Coordination (CPC) processes with various stakeholder audiences by providing information and updates. Essential Functions

• Provides internal and external customer service and issue resolution within defined timeframes and according to quality standards and expectations. • Establishes new and updates existing FedEx Ground scheduled pickups, which requires communication and coordination with sales, customers, Independent Contractor (IC)/Independent Service Provider (ISP) business contacts and station management. Creates and maintains pickup files. • Responds to daily inquiries and requests for assistance from IC/ISP business contacts when contingencies are exhausted to support service recovery. Performs requested pickup transfers and obtains customer approval for pickup window change to help provide an optimal pickup experience and ensure on-time pickups. • Monitors customer service requests related to on-road package status and coordinates customer communication to IC/ISP business contact/driver for notification and response. • Investigates calls regarding customer-perceived missed pickups and facilitates resolution. Provides timely customer follow-up on disposition and documents for station management to be able to conduct appropriate business contact follow-up. • Surveys new shippers regarding first scheduled pickup experience and follows up with appropriate departments as necessary to ensure expectations are met . • Contacts customers with non-productive pickup status to determine opportunities for schedule changes. • Reinforces and reiterates changes to CPC processes with IC/ISP and station management while working on daily pickup activity. • Executes CPC plans including those for holiday and contingency situations. • Visits assigned station(s) to establish and build professional relationships and review opportunities to improve the customer and pickup experience. Minimum Education

• High school diploma or GED required; Bachelor's degree in Business, Logistics, Communications or related area preferred Minimum Experience

• One (1) year customer service, transportation sales, pickup and delivery administration or management, transportation dispatch or directly related experience required. Bachelor's degree in Business, Logistics, Communications or related area is accepted in lieu of required experience Required Skills, Abilities and / or Licensure

• Verbal and written communication skills necessary to effectively explain various information and data to a variety of audiences • Customer service skills necessary to effectively and professionally respond to requests; demonstrated customer issue resolution experience required, via phone preferred • Ability to build collaborative working relationships; experience working in a team environment to accomplish goals preferred • Ability to influence others without authority • Time management, organizational and multi-tasking skills necessary to work in a fast-paced environment, while maintaining a high attention to detail and accuracy to achieve daily assignments and goals • Ability to compile data to support service improvement and cost reduction recommendations • Software skills, including use of Microsoft Office software and web-based applications • Ability to successfully complete required CPC new hire and recurrence technical training Other Job Description Information
Other Vacancy Specific Information :
This position may be eligible for the Geographic Pay Differential Program.

Candidates must be open to working 8 hour rotating shifts between 7:00am - 7:00pm.

Some local travel may be required.

Hours may include Saturday and/or Sunday working hours as needed. % of Travel for the Position: 0%-25%
Address: 8333 Central Avenue
City: Newark
State: California
Zip Code: 94560
Domicile Location: FXG-US/USA/P943/Fremont Colocation
Position Type: Full time
Employee Type: Non-Exempt
EEO Statement
FedEx Ground is an equal opportunity / affirmative action employer (Minorities/Females/Disability/Veterans) committed to a diverse workforce Search Engine Description: Administrative
Communications
Customer Service
General

Davenport, IA, USA ● Madison, WI, USA ● Ottumwa, IA 52501, USA ● Peoria, IL, USA Req #675

Tuesday, May 4, 2021

Mississippi Valley Regional Blood Center (MVRBC) is the exclusive provider of blood products and services to our partner hospitals in Illinois, Iowa, Missouri and Wisconsin. The Blood Center is based in Davenport, Iowa, where MVRBC's testing, processing and primary distribution center of blood components. MVRBC is a not-for-profit 501(c)(3) organization.

The Customer Relations Coordinator is responsible for providing on-going client support and engagement by developing existing client relationships and identifying new service hospitals in the areas of transfusion education, utilization, and optimization of transfusion services and practices within the Impact Life service territory. A.) Will ensure client satisfaction through development and implementation of relationship strategies to existing and new clients throughout the Blood Center territory by conducting regularly scheduled on-site visits and through remote accessibility.

B.) Represent and support Blood Center perspective for projects and changes that impact hospitals i.e. in areas of appropriate product usage, inventory management and compliance with regulatory processes to support Blood Center from science, technical and economic advantage.

C.) Develop and implement community-based transfusion safety program to improve blood management by coordinating quality assessment and improvement processes/projects.

D.) Serve as clinical education resource to promote safe and effective transfusion therapy as well as advances in technology to improve patient safety. May provide regulatory support in conjunction with Blood Center quality department.

E.) Provide continuous communication to IMD and Blood Center leadership regarding customer-based concerns or product concerns to ensure proper response and customer satisfaction.

F.) Assist with forecasting and development of marketing/customer goals, both short-term and long-term, to support strategic growth initiatives.

G.) Communicate changes in customer operations that affect planned interactions with IMD, budgeted or strategic outcomes to Blood Center leadership.H) Develop and maintain current customer demographics in Blood Center provided by CRM, communicating changes as needed.

I.) Conduct and utilize various methods to monitor and report client satisfaction; including, but not limited to: Customer Connection process, customer satisfaction survey, one on one meetings or other methods as identified.

Equal Opportunity Employer: Minorities, Women, Veterans, Disabilities

Other details

+ Job Family 02A

+ Pay Type Salary

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+ Davenport, IA, USA

+ Madison, WI, USA

+ Ottumwa, IA 52501, USA

+ Peoria, IL, USA

What You'll Be Working On-

+ Answering Dunkin' and Baskin Robbins customer contacts, resolving issues that may have a technical aspect to it. Primary channels are phone calls and emails.

+ Improve customer satisfaction by actively listening, acknowledging, accurately categorizing customer contact reasons/experiences and respond accordingly.

+ Provide accurate responses by actively participating in daily departmental communications, maintaining awareness of existing products as well as new product and promotional initiatives

+ Ability to multitask using multiple databases to accurately research and respond to inquiries

+ Ability to quickly recognize escalating trends and problem solve potential root causes

+ Ensure data/report integrity by continuously understanding use of tools and thebusiness needs for information

+ Identify, communicate and escalate in a timely manner contact trends to appropriate business units to ensure proactive response/resolution

What You'll Need-

+ Bachelor's Degree preferred

+ Previous customer service experience

+ Demonstrated ability to trouble shoot and problem solve

+ Ability to listen, talk, and type simultaneously

_From chefs who create exciting new flavors to crew members who know exactly how you want your drink - we strive to keep our guests at their best here at Dunkin'. That's what American runs on. Come run with us!_

_Imagine a place where all day long people talk about ice cream, eat ice cream, and even dream ice cream. That's us. That's Baskin-Robbins. Now, image a place where you can work with ice cream. Even Sweeter._

_Inspire Brands is a multi-brand restaurant company whose portfolio includes nearly 32,000 Arby's, Baskin-Robbins, Buffalo Wild Wings, Dunkin', Jimmy John's, Rusty Taco and SONIC Drive-In restaurants worldwide._

_We're made up of some of the world's most iconic restaurant brands, but we're much more than just a restaurant company. We're a team of hundreds of thousands who individually and collectively are changing the way people eat, drink and gather around the table. We know that food is much more than a staple-it's an experience. At Inspire, that's our purpose: to ignite and nourish flavorful experiences._