Customer Service Rep III Newark NJ
Pitney Bowes - Newark, NJ

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Location: Newark, NJ, US
Description Pitney Bowes Seeks a Customer Service Rep III A $5.3 billion company with over 28,000 employees, Pitney Bowes is a leading provider of customer communication technologies. Our software, equipment and services help businesses communicate with their customers more effectively in today's multi-channel environment. Through our unique combination of smarter analytical tools and expertise in physical, digital and hybrid communications, we're helping businesses meet the many challenges of connecting with individual customers in a targeted manner. We also provide strategic outsourcing services to help organizations streamline their mail and print operations and manage critical documents.

Pitney Bowes Mail Services This position will sit in our Pitney Bowes Mail Services business unit. This business unit helps customers earn the best possible discounts on First-Class® and Standard® postage with our presort services, doing work the U.S. Post Service would otherwise have to perform. This service spans the globe with international offerings, ranging from mail preparation and fulfillment to courier and freight services. We are currently seeking a Customer Service Rep III . The right candidate will be an integral part of our talented team, supporting our continued growth. This position will be located in our Newark, NJ location . Responsibilities include, but are not limited to: This position is responsible for taking ownership of servicing our customers, to be their advocate, to listen to their concerns, to support them, to provide them with solutions to their inquiries and continually exceed their expectations. This position also assists in the day to day activities within the department as delineated below, and provides support to other customer service representatives as deemed by management. Essential Duties and Responsibilities include the following: Ø Ensuring client satisfaction and retention by listening and responding to the clients' individual needs and wants. Proactively identify solutions for clients and work with other parts of the organization to assist clients. Ensure all customer inquiries/requests are handled in a professional, accurate and timely manner. Ø Responsible for reviewing, inputting and updating all appropriate information into the systems. Ø Handle and resolve any discrepancies, handle complaints, process claims, process returns/exceptions, place follow up calls, provide necessary shipping documentation, and ensure customer satisfaction. Ø Monitor mailings from pickup or processing to delivery destination - by using all the resources provided by Pitney Bowes, communicating with operations before and during the mail processing, communicating with billing to make sure that the service is billed correctly. Monitor tracking of parcel deliveries, and returns, working with vendors to ensure timely processing. End results should be that mail moved seamlessly through the system and business and customer satisfaction is increased. Ø Returns Management - working directly with clients to ensure their returns are processed correctly and returned to merchants. Must receive authorization from clients to process mail. Provide tracking information as appropriate. Ø Work with vendors and clients to provide appropriate paperwork required for customs clearance for parcels. Ø Advising and training clients on proper procedures in order to eliminate processing issues in the future. Ø Work closely with Operations Dept. to meet and exceed customer's expectations. Ø Clean and update databases - maintain database by consistently updating information and deleting incorrect or out dated information. Ø Must provide reports upon management or customer request. Ø Administrative functions such as filing, correspondence, etc. Ø Participate in special projects and perform other duties as required. All interested individuals must apply online. Pitney Bowes is an Equal Employment Opportunity/Affirmative Action Employer that values diversity and inclusiveness in the workplace. Women, Minorities, Individuals with Disabilities and Veterans are encouraged to apply To learn more about Pitney Bowes and the many other opportunities available, please visit www.pb.com/careers . Qualifications Education and / or Experience: Associates degree in business or some college courses, plus 3-5 years experience in customer service and in a mail services environment Knowledge / Skill Requirements: Language / Writing - Excellent communication (both verbal and written) skills required Computer - Proficient in Microsoft Office, including Word, and Excel - Strong PC skills a must; database experience a plus Other Skills and Abilities Must be positive and enthusiastic Must be able to communicate and work with all levels of management Must be able to work as part of a team Proven ability to multitask and manage time effectively Strong customer orientation Must be people oriented Must be detailed oriented Ability to problem-solve and good organizational skills Experience in mail processing industry a plus
Previous job experience placed in a situation where you had to deal with a difficult client
Experience developing and writing Standard Operating Procedures. Qualifications: 1. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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Pitney Bowes, a global technology company, provides shipping & mailing solutions, data management software, and location intelligence...