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Globl Shipping Program Retention Specialist

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The Global Shipping Program Retention Specialist makes outbound calls and also handles inbound calls in a call center with the goal of increasing business, customer satisfaction, and customer retention for the Global Shipping Program.

- The candidate is required to work on monthly targets for acquisition and retention
- This role will be directly responsible for driving adoption for the Global Shipping Program

This position will require the candidate to ramp up quickly on customer information system along with a basic knowledge of company, services, and products. Additionally the candidate will also need to ramp up on the Global Shipping program and be recognized as a subject matter expert for this program.

- This role requires the ability to understand seller barriers to adoption and address them through consultative selling
- Responsibilities will include answering seller questions, explaining available services, correcting errors, providing information on service charges etc.

The candidate will need to quickly be an expert in using customer support processes and policies to:
- Troubleshoot seller complaints with the account or with using the Global Shipping Program
- Efficiently record relevant customer interactions in our CRM and other systems
- Report and escalate high-impacting issues through the appropriate channels

Skills should include:
- High volume cold-calling experience
- 1 – 3 years of experience as an Account Manager or within Inside Sales
- Ability to nurture and develop strong relationship with customer/partners

- Excellent problem solving skills
- Ability to understand and address seller concerns to adoption
- Ability to soft-sell the service while problem solving for the seller
- Exceptional verbal communication and presentations skills
- Excellent written skills and highly articulate
- Is results oriented and has demonstrated success in meeting monthly targets

- Ability to multi-task, prioritize, and manage time effectively
- Highly motivated, driven and self-starting individual
- High comfort with using CRM tools,
- Excellent as individual contributor or collaborate across cross-functional teams
- Bachelor’s degree from an accredited University preferred

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