New York City-based Borderfree is the recognized market leader in international ecommerce, operating a technology and services platform that the world’s most iconic brands rely on to expand globally and transact with customers in 103 countries and territories and more than 60 currencies worldwide. Borderfree manages all aspects of international online retailing including: localized pricing and payment processing, landed cost calculation, customs clearance and brokerage, fraud management, logistics orchestration, and customer-experience parity. For more information, visit www.borderfree.com .
We are looking for a dynamic, motivated Client Services Representative to join our rapidly expanding company.
The primary goal for this role is to ensure that our clients’ inquiries and concerns are addressed in a timely manner, and resolved to their satisfaction. You will be interacting with teams from some of the biggest American online retailers, international vendors and consumers, as well as other departments within the company. The successful candidate will be part of the Client Services Team and will report to the Client Services Manager. Our working hours are Monday to Friday 8am to 9pm, so you may be required to work a variety of shifts between these times. Weekend work may be required occasionally.
Interacting with client companies, international consumers and company vendors in and outside of the U.S., in a professional and courteous manner
Responding to customers’ inquiries quickly and effectively
Researching solutions by contacting the parties involved including logistics companies, freight forwarders, payment companies and other external and/or internal groups
Tracking and documenting the resolution process in Borderfree’s proprietary order management and support systems
Opening inquiries with various vendors using ticketing system and tracking the tickets to ensure responses
Communicating responses to clients and customers via support cases, emails and/or phone
Assisting Borderfree Finance Operations by maintaining data on lost or returned packages
Bachelor’s degree or relevant work experience in a Customer Service capacity
Experience in ecommerce, online payments, credit card processing and/or logistics and freight forwarding is preferred
Must be detail-oriented with analytical and organizational skills
Excellent verbal and written communication skills are required
Must be a “problem solver” with the ability to work simultaneously on various projects and bring resolution to problems independently
Must be skilled in Microsoft Office with an emphasis on Excel, Word and Outlook
Disclaimer : The above statements are intended to describe the general nature and level of work being performed by the Team member(s) assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of individuals in this position. Position Descriptions may be subject to change as the needs of the organization change.
New York City-based Borderfree is a market leader in international cross-border ecommerce solutions, operating a technology and services...