Job description
Description
The Operation Support Specialist must have a “go getter” mentality and will be primarily responsible for assisting Warehouse Management with answering emails, coordinating calendars, and researching information pertaining to customer escalations. Other administrative responsibilities include completing daily reports, validating accuracy of inventory/inventory and ordering supplies.
This role will also work closely with the company’s Customer Support Team to provide exceptional customer service and resolve warehouse related customer inquiries and issues in a timely and professional manner. The Operations Support Specialist will be the linchpin for creating the highest levels of customer satisfaction from our Warehouse Operations Team.
Key Responsibilities
- Troubleshoots and researches customer inquiries escalated by the Customer Support team, such as receiving/inventory, order packing, and shipping discrepancies
- Proactively communicates with Customer Support and Customer Success teams on identified customer issues and provide timelines on updates and resolutions
- Manages and resolves open tickets (via Zendesk), adhere to company SLAs, and reports on weekly resolution goals
- Works with TechOps, Finance, Warehouse Operations, and Partner Success teams to diagnose and solve partner requests and issues.
- Prepares daily and weekly reports from the Warehouse Operations department to the Customer Support, Account Management, Technology Operations, and Executive Leadership teams
- Supports the Warehouse Management Team by performing tasks related to organization and strong communication
- Coordinates, schedules, and assists in hosting on-site customer visits
- Maintains warehouse supplies inventory by checking stock to determine inventory level, anticipating needed supplies, placing and expediting orders for supplies
- Other duties as assigned
Skills, Knowledge and Expertise
- Troubleshoots and researches customer inquiries escalated by the Customer Support team, such as receiving/inventory, order packing, and shipping discrepancies
- Proactively communicates with Customer Support and Customer Success teams on identified customer issues and provide timelines on updates and resolutions
- Manages and resolves open tickets (via Zendesk), adhere to company SLAs, and reports on weekly resolution goals
- Works with TechOps, Finance, Warehouse Operations, and Partner Success teams to diagnose and solve partner requests and issues.
- Prepares daily and weekly reports from the Warehouse Operations department to the Customer Support, Account Management, Technology Operations, and Executive Leadership teams
- Supports the Warehouse Management Team by performing tasks related to organization and strong communication
- Coordinates, schedules, and assists in hosting on-site customer visits
- Maintains warehouse supplies inventory by checking stock to determine inventory level, anticipating needed supplies, placing and expediting orders for supplies
- Other duties as assigned
About ColdTrack
Pick. Pack. Ship. Grow…Profitably. All while keeping it cold.
At ColdTrack, we believe that shipping perishable products doesn’t have to be complicated or costly. We partner with you to ensure your cold and frozen products are delivered to your customers – with significant improvement to your bottom line.
In fact, we know that batching and shipping alone won’t solve your problem. We provide a personalized and comprehensive approach that ensures you get your products into the hands of your customers – faster, easier, and more cost effectively than ever before – all while staying cold.
At ColdTrack, we believe that shipping perishable products doesn’t have to be complicated or costly. We partner with you to ensure your cold and frozen products are delivered to your customers – with significant improvement to your bottom line.
In fact, we know that batching and shipping alone won’t solve your problem. We provide a personalized and comprehensive approach that ensures you get your products into the hands of your customers – faster, easier, and more cost effectively than ever before – all while staying cold.
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