Spec - Sales SST

JOB SUMMARY

Responsible for providing customers with exemplary service, reviewing, editing, and placing orders. SST is a high performance, sales & customer-focused team that interacts with multiple departments and levels of employees maintaining cross-channel partnerships.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Learn and demonstrate the Sales and Service support of SST products and services (City Service, Hawaii, and cross-border (IC)) offered, with on-going maintenance and resolution.  
• Process and maintain paperwork for Hawaii, City Service, and Cross Border customers.
• Manage advocacy cases to resolution with accuracy and empathy.
• Interact with customers to provide account updates and required documentation guidance.
• Collaborate with Operations, Sales, and Advocacy teams to ensure seamless workflow and prevent delays.
• Hawaii knowledge to track and verify all orders, close voyages, work closely with logistics, track all required documentation and contact customer for missing documents prior transportation 
• Cross Border knowledge to track and verify all orders, assist the team with difficult customer transactions, work closely with logistics, contact customer for missing documents prior transportation
• City Service knowledge to monitor all calendars, verify all orders (from SST associates and support team), send daily updates to local city service locations

• Prioritize escalated situations to ensure situation is cared for in a timely manner, limiting the impact to the customers experience and future escalations with that customer

MANAGEMENT & SUPERVISORY RESPONSIBILTIES

• Typically reports to Management. Direct supervisor job title(s) typically include: Supervisor, Sales/Service Center Operations
• Job is NOT directly responsible for managing other employees (e.g., hiring/termination and/or pay decisions, performance management)

JOB QUALIFICATIONS: Essential Skills, Abilities and Example Behavior(s)

• RESEARCH AND RESOLVE:
• DELIVER EXCEPTIONAL CUSTOMER SERVICE: Able to demonstrate sensitivity to customer needs (both internal and external) and proactively address customer needs; Able to make customer satisfaction a high priority
• SOLVE PROBLEMS: Able to apply both rational and creative processes and approaches to identify root causes of problems and solutions
• INFORM: Able to keep all appropriate parties up-to-date on decisions, changes and other relevant information
• LISTEN: Able to actively listen and convey understanding of the comments and questions of others; Able to understand the situations, viewpoints and feelings of others before expressing own view
• SPEAK COMPETENTLY: Able to speak clearly and concisely; Able to use appropriate vocabulary for the audience; Able to get point across unambiguously and check for understanding
• QUESTION: Able to use effective fact-finding techniques to discover all relevant information; Able to ask questions that are not leading or biased; Able to challenge assumptions
• BE STRAIGHT-FORWARD: Able to communicate directly (to-the-point) and rely on fact-based positions; Able to avoid the use of ambiguous language or statements that contain hidden or double meanings; Able to avoid being deceptive
• BUILD AND MEND RELATIONSHIPS: Able to use appropriate interpersonal styles and communication methods (both verbal and non-verbal); Able to show consideration for the feelings and needs of others; Able to show awareness of the impact of own behavior on others; Able to recognize when relationships are damaged and take action to improve them
• INFLUENCE: Able to use effective communication and interpersonal skills to convince others to accept ideas or goals (with or without the formal authority of a higher position); Able to gain agreement and commitment from others to support and implement methods or processes
• COLLABORATE: Able to act as part of a larger team outside of the immediate department or group; Able to understand the importance of working with peers in other areas or management to reach "best practice" solutions for the organization; Able to inform and seek information to anticipate and consider the impact of decisions or actions on the overall organization
• MAINTAIN COMPOSURE: Able to stay calm and even-tempered when handling a crisis or stressful situations; Able to recognize and respond effectively to unexpected situations or adverse conditions
• RESOLVE CONFLICTS: