Objectives
To maintain a positive relationship between client and SPExpress by taking complete ownership of the relationship, efficiently processing orders and providing diligent follow-up to inquiries.

Responsibilities
• Manage all aspects of a client’s fulfillment business; including reconciling reports, ensuring the team is meeting service levels, making sure files are uploaded, pricing is in place, and billing is being processed timely and accurately.
• Primary liaison between the client and SPE staff.
• Deal quickly and efficiently with client inquiries by phone, post, fax or email.
• Process client orders, including keeping client informed of delays or early fulfillment.
• Provide solutions for client issues thus encouraging future business.
• Proactively foresee possible delays or complications and plan strategies to avoid or minimize them.
• Develop and implement new systems, procedures or working practices to improve customer service efficiency.
• Ensure the accuracy of order records for billing purposes, occasionally negotiating an alteration to the stated price or terms.
• Develop, monitor and report on “metrics” and daily checklists for measuring and monitoring our performance and service level standards. For example, summary management reports that can be reviewed by other management personnel for shipping times, daily file transfers, client correspondence etc. . .
• Develop, monitor and report customer feedback using a consistent method of client interaction. Such as periodic surveys; email responses, phone calls etc. Yielding important feedback from customers.
• Report results (reporting metrics and customer survey results) to management and take leadership role in weekly operation calls.
• Put together a comprehensive “Customer and Client Service Manual.”

Typical activities
• Order processing
• Client correspondence
• Package tracking
• Provide clear fulfillment instructions to warehouse staff
• Report auditing
• Managing IT data file transfers
• Daily conference calls with clients
• Daily interface with SPE resources and its vendors
• Onsite meetings with clients and/or SPE personnel at various locations

Skills
• Ability to interact with clients in a helpful and friendly manner and to understand their needs
• Must have excellent computer skills
• Effective communication skills
• Strong customer service skills
• Ability to prioritize and manage time and projects
• Attention to detail and accuracy
• Ability to multi-task
• Decision making and problem solving skills

Personal characteristics
• High energy; self-starter
• Well-organized with excellent follow through
• Ability to think on your feet
• Does not wait for direction, but takes direction when given
• Accepts no excuses
• Honest fair and able to build trust
• Excellent people skills, team player

Background
• Must have 3 years Account Management in a high volume transaction environment.
• Must have 2 Years Direct to Consumer, Direct Mail, Direct Marketing or Order Fulfillment experience. Knowledge of supply chain processes and systems desirable.
• Customer Service Experience extremely helpful.

SPExpress is a leading national third party, full service order fulfillment, distribution, and 3PL partner, providing customized outsourced solutions to Direct to Consumer, Retail and Business to Business companies. Additionally, SPExpress provides a broad and integrated offering of logistics services and solutions.

• Location: Tucson
• Compensation: Up to 40K based on experience
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