Client Services Representative
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- 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
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