Customer Service/ Executive Assistant

Job Description

Job Description

Objective / Purpose of the Role

To provide efficient, accurate, and customer-focused support by managing inquiries, work orders, and package issues in a timely and professional manner. This role ensures high productivity, service quality, and compliance with company standards while maintaining clear communication with associates and customers.

Success in this role is achieved by consistently meeting workload targets, demonstrating strong organizational skills, maintaining excellent attendance, and contributing positively to teamwork and customer satisfaction.

Key Responsibilities

Customer Support & Communication

• Respond to customer and associate inquiries via phone and email within 1–2 hours (immediately for urgent matters)
• Maintain professionalism, empathy, and a positive attitude in all interactions
• Acknowledge and follow up on customer issues through full resolution
• Escalate unresolved issues promptly to the appropriate department

Workload & Productivity Management

• Maintain at least 95% daily workload completion
• Manage and prioritize work orders, repack lists, and package logs
• Provide clear, detailed, and accurate instructions when processing requests
• Prepare and send weekly reports of unknown packages , ensuring follow-up until resolution

Package & Issue Resolution

• Trace packages, update logs, and resolve delivery issues efficiently
• Manage reroute logs for misdirected packages and coordinate corrections
• Maintain accurate records of lost, missing, or delayed packages
• File claims with carriers (USPS, UPS) on behalf of customers when necessary

Compliance & Organization

• Follow all company policies, procedures, and performance standards
• Maintain a clean, organized, and fully stocked workspace
• Report equipment issues or supply needs promptly

Attendance & Punctuality

• Arrive on time and adhere to scheduled work hours
• Respect break and lunch schedules
• Request time off in advance and maintain communication during absences

Teamwork & Collaboration

• Support team members and leadership, especially during peak workload periods
• Assist with training and knowledge sharing when needed
• Maintain a respectful, positive attitude and escalate concerns appropriately

Qualifications

• High School Diploma or GED required
• 2+ years of experience in customer service, administrative support, or similar role
• Bilingual (English/Spanish) preferred

Required Skills

• Strong customer service and problem-solving abilities
• Excellent phone and email communication skills
• Ability to manage high-volume workload and meet productivity targets
• Strong organizational and time management skills
• High attention to detail and accuracy
• Ability to maintain clear documentation and reports
• Proficiency with office systems and logistics/shipping platforms
• Ability to work independently in a fast-paced environment

Core Competencies

• Professionalism and positive attitude under pressure
• Strong interpersonal and communication skills
• Reliability, punctuality, and accountability
• Ability to prioritize and adapt to changing demands
• Team-oriented mindset with a collaborative approach

What We Offer

• Competitive compensation
• Growth and development opportunities
• Dynamic and supportive work environment
• Exposure to operations, logistics, and leadership support