HVST Enterprise - Support Specialist

Austin, TX

 

About us

At Auctane, we are united by a passion to help sellers — wherever they are, however they operate — fulfill the promises they make to consumers. The Auctane mission is to fuel commerce through exceptional delivery. We make it possible for businesses to meet the ever rising expectations of their customers, and we make the world smaller and more accessible to consumers everywhere. Auctane brands enable hundreds of thousands of merchants to annually deliver billions of products — over $200 billion worth — to customers around the globe. And Auctane is just getting started.

Auctane is a team of shipping and software experts with a passion for helping merchants move their ideas, dreams and innovations around the globe. The Auctane family includes ShipStation, Stamps.com, ShipEngine, Endicia, Metapack, GlobalPost, Packlink, and Return Rabbit. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.

Our values

About the role

The HVST Shipping Representatives oversee the set-up and overall customer experience of important integrators, shipping resellers and large volume fulfillment centers. We collaborate with our shipping sales professionals to produce a seamless on-boarding experience for our customers and maximizing the value of existing customers which helps drive revenue to SDC’s bottom line. 

This role is remote and can be based out of Texas or California. For CA applicants, the hourly rate is $21-22/hour. 

About the Team

The Customer Care Department has a mission critical task in not only meeting our customer’s needs, but doing so in the most professional and friendly manner possible.  We are the mailing and shipping experts within our company and within our industry. We take extraordinary care of our customers by solving their challenges efficiently and accurately. We share customer insights throughout the organization and help drive positive and meaningful changes.

What will you be doing?

  • Provide best in class customer service support to our shipping resellers and large volume fulfillment centers.
  • Reviewing and processing account set-up forms for new shipping customers to ensure timely set-up, compliance with company policies.
  • Track customer support issues and shipping volumes for large existing customers.
  • Escalate and help resolve ongoing service concerns that affect customer satisfaction and engagement.
  • Collaborate with internal and external customers for seamless onboarding experience.
  • Engage with multiple internal departments during the customer set-up process and communicate progress and expectations throughout the customer on boarding process.
  • Outreach to existing Stamps.com customers who may have newly qualified for the shipping program to convert them to shipping plans and greater engagement with our shipping program.
  • Structured weekly strategic account reviews.
  • Meet regularly with shipping specialists and the HVST manager for account reviews and strategic analysis of important shipping customers.
  • Assess and communicating needs and strategies for maximizing shipping revenue.

What are we looking for?

  • High School diploma or equivalent required. Technical certifications or degree is a plus.
  • Two (2) Plus years of Customer Service experience.
  • Familiar with database and/or Customer Relationship Management (CRM) software.
  • Strong understanding of CER expectations with an emphasis on building a relationship with our Shippers.
  • High degree of intellectual curiosity and thirst for knowledge.
  • High degree of professionalism and the ability to communicate complex processes clearly and with confidence.
  • Ability to create, manipulate and format spreadsheets in Excel and to work with project management software or other programs to create visual process flows is advantageous in this position.
  • Strong organization and attention to detail resulting in consistent follow-up and superior work balancing, scheduling.
  • Ability to make and keep commitments to multiple customers.

The Tech

  • Windows OS

What do we offer?

  • 🏠 We are a hybrid company. All team members at Auctane in Austin come into the office Tuesdays, Wednesdays and Thursdays.
  • 🛬Take the reins of your time off with our Flex Time Off policy – because work-life balance should always be in your hands!
  • 🌅 We offer 12 paid holidays for all of our US employees!
  • 💰401k employer matching program – because your future deserves a friendly boost!
  • ⭐️We conduct annual merit reviews to recognize and reward your hard work and achievements.
  • 🏟️ Company events, we work hard, play hard! We do our best every day, even at our regular team-building events.
  • 🏢 Attractive office space in the heart of central Austin, Texas (free drinks, snacks…).
  • 🍽Indulge in weekly catered lunches at our office – a delicious perk to fuel your work.
  • 🏐 Health and Wellness: The well-being of our team is super important to us. Choose from different options that include medical, dental, and vision plans. 
  • 🏋🏾‍♀️Fitness center in the office with Tonal Mirrors, Pelotons, free weights, etc.
  • 🧠Employee Assistance Program. We offer up to 8 free mental health sessions. 
  • 💪🏽We offer gym discounts to help you stay fit and healthy!
  • 📚We offer education reimbursement to all employees, ensuring that you can pursue your educational goals while excelling in your career with us. Invest in your future and let us support your growth every step of the way. 
  • 🔗 Employee Referral Program! We reward employees helping us find top talent!
  • 💜 An inclusive, casual and upbeat work environment. The personality and opinions of each of our team members are important and valid; we aim to offer all employees a safe environment where they can be themselves and thrive.

Additional Position Duties: (The following is a list of what all employees, except those with medical accommodation, may be regularly required to do.)

  • Sit for prolonged periods of time
  • Utilize wrist and hands for a prolonged period of time
  • Walk short distances
  • Stand for short periods
  • Speaking and conversing with others
  • Lift up to 25lbs without assistance up to chest height

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