Customer Service Ship Center Claims Representative
New
S
StaplesShipping claims
United States, 9:00 a.m. to 8:00 p.m. EST, Monday through FridayFull-TimeEntry
Salary not disclosed
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Job Details
- Experience
- Minimum of 2 years of customer service experience within the past 5 years
- Required Skills
- SalesforceProblem SolvingCustomer serviceTroubleshooting
Requirements
- Have at least 2 years of customer service experience within the past 5 years; customer support or claims experience is preferred.
- Maintain a designated distraction-free workspace or home office.
- Have a high-speed internet connection.
- Be able to perform basic equipment troubleshooting and PC or hardware setup.
- Be available to work an 8-hour shift between 9:00 a.m. and 8:00 p.m. EST, Monday through Friday.
- Demonstrate customer service skills when handling challenging situations professionally and empathetically.
- Communicate effectively verbally and in writing, and use listening and probing questions to identify customer needs.
- Manage multiple priorities and a high volume of inquiries and claims with organization and attention to detail.
- Navigate multiple systems and technology platforms simultaneously.
- A high school diploma or GED is preferred.
- Previous work-from-home experience is preferred.
- Experience managing customer claims, shipping inquiries, or carrier-related issues is preferred.
- Familiarity with Salesforce or a similar CRM system is preferred.
Responsibilities
- Manage shipping claims from initiation through resolution.
- Provide customer service to internal and external customers by phone and email.
- Communicate claim status updates and next steps to customers.
- Research, investigate, and resolve customer claims and shipping-related issues.
- Track customer concerns through resolution and maintain ownership of each case.
- Liaise with shipping carriers to facilitate claim resolution.
- Document customer interactions, claim details, and resolutions in company systems.
- Diagnose and categorize issues, and escalate recurring concerns or trends.
- Respond to customer and carrier inquiries while meeting service-level expectations.
- Use Salesforce, Microsoft Outlook, Microsoft Word, carrier websites, and internal systems to research and resolve issues.
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