Business Service Network Representative

Job Description

DUTIES AND RESPONSIBILITIES :

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. Maintains and builds professional relationships with customers and provides technical and non-technical guidance and recommendations for products and services.

REQUIREMENTS :

1. Knowledge of Postal products and services, service standards, and service objectives including mailing requirements, revenue protection, and / or customer programs such as ADVANCE and Delivery Confirmation.

2. Ability to use computerized database applications sufficient to store and retrieve customer information / profiles and guide customers in the use of Postal computer applications.

3. Ability to work independently and with others to diagnose and resolve problems.

4. Knowledge of the roles and functions of Postal departments such as operations, business service network, marketing, delivery and finance, sufficient to identify appropriate departments to engage for project teams.

5. Ability to integrate and analyze a variety of information (e.g., customer data, Postal products and services, operations requirements and schedules, mailing methods) sufficient to identify systemic issues affecting customers and develop recommendations for improvements.

6. Ability to interact with business customers sufficient to respond to questions and concerns, troubleshoot problems, identify sales opportunities, and maintain regular communications.

7. Ability to communicate orally and in writing sufficient to respond to managed account customer inquiries, provide technical and non-technical guidance, coordinate problem resolutions, and prepare information for presentation to internal and external customers.