Business Service Network Representative

DUTIES AND RESPONSIBILITIES :

• Responds to business customer inquiries and documents concerns or issues in approved computer application(s); provides high quality and prompt customer service, information, and resolution to business customers on products and services such as classification, addressing, and mail preparation. Coordinates customer interface with stakeholders when needed, ensures customer satisfaction.
• Identifies and recommends service improvement and sales opportunities based on knowledge of customer product usage; uses proactive strategies to engage with customers such as through probing, suggesting appropriate postal programs, providing information and guidance, and coordinating information with the Sales organization for follow-up.
• Educates customers on Postal applications to report and monitor service requests. Ensures that customers have access to appropriate computer applications, publications, brochures, and service information guides related to their requirements.
• Coordinates corrective actions with business customers on mail preparation deficiencies identified by Postal Operations; uses information captured in computer applications and other postal reporting systems to identify systemic issues and reports to responsible management team to prevent leakage of customer revenue.
• Facilitates transition of business customers to the appropriate internal stakeholders, including establishing points of contact, and ensuring the business needs of the customer are addressed.
• Maintains and builds professional relationships with customers and provides technical and non-technical guidance and recommendations for products and services.

REQUIREMENTS :