Job Description

Be the first point of contact with client providing prompt, courteous and efficient client service and support on the daily basis

Be the point person to manage client relationship once client is onboard with Newegg Logistics Service (NLS) and throughout the entire life cycle of the client

Provide proper operational guidance, documentation, procedure, SOP to enable client to fully utilize services provided by NLS according to agreed service terms and statement of work (SOW)

Monitor client's inbound, outbound, inventory, and freight activities related to the services provided by NLS, furnish shipping and tracking information to clients as required. Provide client notification on any service or system updates

Maintain proper client activity report for billing purpose. Input and audit all the manual billing items as well as system billing items to ensure proper and timely invoice of the client account. Monitor account invoice payment and balance due status for proper follow up with client on the payment according to agreed payment terms. Provide consultation to client on all billing related questions

Coordinate with all the internal business development team and operation teams such as 3PL sales team, warehouse, transportation, accounting, etc., as well as external service providers such as shipping carriers to ensure all the client service requirement and service level agreement (SLA) are met

Establish and maintain client SLA performance data for internal and external reporting purposes

Maintain positive client relationship by responding to all inquiries and complaints regarding NLS services

Provide clerical support services as required by client; generating custom reports and responding to specific needs

Facilitate resolution of escalated issues from client and management

Other duties as assigned

Requirements

High School diploma or GED required; Associate degree in a business related field preferred

Must be 18 years of age or older

6 months - 1 year of customer service experience

Must be available to work occasional nights, holidays and weekends

Ability to remain professional and courteous with customers at all times

Strong verbal and written communication skills

Must have strong computer skills, including but not limited to MS Word and Outlook.

Good listening skills

Ability to form partnership with department and gain intimate knowledge of department operations

Detail-oriented, and self-motivated with desire to continuously improve operations

Exhibit strong business curiosity and must be willing to explore details to challenge status quo

Ability to work both independently and with a team in a collaborative work environment

Ability to treat all information confidentially

Typing skills and strong multitasking skills

Adaptable and proactively able to move with the change while maintaining a positive attitude

Pay Transparency

This job posting may span more than one job level.The base salary range for this position in CITY is $XXXXX - $XXXXX annually.

In addition to base salary, this job is eligible additional XXXXX bonus or incentive. Additionally, Newegg offers a wide range of benefits to U.S.-based employees, including medical, dental, and vision insurance, 401(k) program with employer match, and generous time off for vacation and sick.

To provide greater transparency to candidates, we share base pay ranges for all US-based job postings in California. We set standard base pay ranges for all roles based on function, level, and location. Final offer amounts are determined by multiple factors including, skills, depth of work experience and relevant licenses/credentials, and may vary from the amounts listed above.

Newegg Inc.

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