SNS Support Specialist

POSITION SUMMARY/OBJECTIVE: 

This position will oversee tasks for SNS shipments.  Main responsibilities include reviewing and acting on customers’ requests, troubleshooting shipments, and documenting details to assist with clearing SNS cases.  

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  A formal request process may be obtained from Human Resources.   

• Support SNS operations and customer service teams 

• Provide timely and accurate information to incoming customer cases; attend to all case categories and respond through GCS, DPS admin portal, and email, following all cases to closure  

• Professionally address customer issues and ensure effective resolution occurs; check and implement customer instructions, check for unacceptable materials in the shipment, document weight and details  

• Scan all shipments as received and put away back into the operations as procedure requires  

• Process customer requests and changes according to established department policies and procedures, while demonstrating effective problem-solving skills, compassion, and empathy for the customer  

• Respond and research any service failures or customer inquiries, and correct, report, and escalate accordingly to outlined procedures and processes 

• Assist with service claim investigations 

• Train and coach new SNS team members as they onboard  

• Provide back-up to SNS operational tasks to include sorting packages, packing shipments, as well as other miscellaneous cargo related shipping duties  

• Support MyUS Package Support team as requested  

• Perform in a timely, dependable, and flexible business environment with high ethical standards and a positive, optimistic approach to the pursuit of excellence 

• Work both cohesively with your team and independently, allowing for collaboration and the overall success of the department, yet achieving personal succession in addition 

• Follow KPI’s set by the company to main operational flow as well as all corporate policies and procedures  

• Assure safety standards are being utilized, and complies with all company, local, state, and federal guidelines 

• Attend all Compliance Training Classes and abide by Compliance Policy and Procedure 

• Exude exemplary customer service and consistently maintain a positive attitude 

• Special projects and other responsibilities may be determined and assigned by Management  

 

MANAGEMENT RESPONSIBILITY: 

• N/A 

Qualifications

EDUCATION AND WORK EXPERIENCE REQUIREMENTS: 

• High School Diploma or GED  

• Minimum of four months of MyUS operations/compliance/customer service experience for internal applicants, prefer 6 months overall customer service-related experience for external applicants  

• Basic Microsoft Suite Skills, typing 20-25 WPM, and Internet Applications experience required  

• CRM experience preferred but not required 

• Proven ability to present opportunities, solutions, and resolve conflict for our customers 

• Proven ability to communicate effectively both orally and written, with exceptional grammar 

• Ability to read, write, and speak English fluently 

• Ability to pass all relevant background screenings, assessments, as well as possesses adequate work authorization to work, based on business needs 

COMPETENCIES: 

• Ability to read, write and speak English fluently 

• Ability to maintain regular, punctual attendance consistent with ADA, FMLA and other federal, state, and local standards 

• Ability to follow and carry out instruction with excellent attention to detail 

• Positive and professional interpersonal skills  

• Effective oral and written communication and can implement directions clearly 

• Basic understanding of OSHA safety guidelines within 60 days of hire 

PHYSICAL ACTIVITY & REQUIREMENTS: 

• Stooping:  Bending body downward and forward by bending spine at the waist 

• Kneeling:  Bending legs at knee to come to a rest on knee or knees 

• Crouching:  Bending the body downward and forward by bending leg and spine 

• Reaching:  Extending hand(s) and arm(s) in any direction 

• Standing:  Particularly for sustained periods of time 

• Walking:  Moving about on foot to accomplish tasks, particularly for long distances  

• Pushing:  Using upper extremities to press against something with steady force to thrust forward, downward of outward 

• Pulling:  Using upper extremities to exert force to draw, haul or tug objects in a sustained motion 

• Lifting:  Raising objects from a lower to a higher position or moving objects horizontally from position-to-position  

• Grasping:  Applying pressure to an object with the fingers and palm of hand 

• Repetitive motion:  Substantial movements (motions) of the wrists, hands, and/or fingers 

• Heavy work: Exerting up to 100 pounds of force occasionally, and/or up to 50 pounds of force frequently, and/or up to 20 pounds of force constantly to move objects – Please Note:  When moving objects of 50 pounds of more the company requires a two-person lift technique.  This is a technique where two people lift an object in unison, the two people should be of the same height.   

• Talking:  Expressing or exchanging ideas by means of the spoken word, convey detailed or important spoken instructions to other workers accurately, quickly, and loud enough to be heard 

• Hearing:  Perceiving the nature of sounds at normal speaking levels with or without correction, and ability to receive detailed information through oral communication 

• Visually:  The worker is required to have visual acuity to determine accuracy, neatness, and thoroughness of the work assigned as well as to make general observations of facilities and structures 

 

WORKING ENVIORNMENT: 

• The worker is subject to environmental conditions, with protection from weather conditions but not necessarily from temperature changes 

• The worker during certain months of the year is subject to extreme heat, and temperatures could rise to 100 degrees for periods of more than one hour, consideration should be given such as humidity in this open warehouse environment due to fluctuating temperatures 

• Warehouse fans are regulated by facilities management and are not within the direct control of the individual  

• The worker is subject to noise, there is sufficient noise to cause the worker to elevate their voice to be heard above ambient noise level, especially when next to machinery 

• The worker is subject to hazards, such as proximity to moving mechanical parts, electrical areas, machinery, and exposure to heat or chemicals 

Please note this job description is not designed to cover or contain a comprehensive listing of all activities, duties, or responsibilities that are required of the team member for this job.  Duties, responsibilities, and activities may change at any time with or without notice and may be altered in accordance with the changing requirements of the role and/or business needs.