Lab Expeditor, Customer Service (Weekend Shift)
About The Position
This role is a critical part of Zenni's award-winning Customer Service team. The Lab Expeditor supports vital initiatives for a seamless customer engagement experience and champions the interests of Zenni customers by ensuring high-quality and consistent service. This person also serves as a liaison between the Customer Service department and the onsite Inspections team in Obetz, Ohio. Shift Options: This position offers two shift schedules: Tuesday–Saturday, 8:00 AM – 5:00 PM Wednesday–Sunday, 8:00 AM – 5:00 PM Please indicate your preferred shift and availability in your application.
Requirements
- Proficient in Google Suite and comfortable working with different technologies.
- Ability to work on a weekend shift.
- Strong aptitude for engaging with customers and providing service.
- Excellent communication and interpersonal skills.
- Strong problem-solving skills and ability to think creatively.
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
- Strong attention to detail and organizational skills.
- Ability to work independently and in a team environment.
- Ability to build and maintain customer relationships (internal and external)
Nice To Haves
- Willingness to work rotational and weekend shifts as needed
Responsibilities
- Resolve customer issues identified by the lab. The resolution includes but is not limited to self-resolution through research and/or direct customer contact.
- Identify process improvements relating to inspections.
- Queue management of return to sender orders and inspections order
- Collaborate with the shipping team on issues affecting customers and review orders with shipping issues where outreach and/or refund is needed.
- Serve as the point of contact on the Customer Service team to address internal questions between our global CS team.
- Collaborate with the inspections team on best practices for shipping and expediting orders.
- Resolve escalations and maintain ongoing operational processes.
- Proactively reach out via email and voice to customers for those who faced a negative experience during a service interaction.
Benefits
- Annual Bonus Program
- Healthcare: 100% premiums covered for medical, dental, and vision for employees (50% for dependents)
- Basic Life and AD&D with option for additional voluntary coverage
- Short and long term disability coverage
- 401k with up to 4% match
- EAP and Spring Health that gives you and dependents access to free therapy and coaching
- Free access for you and your family to our digital wellness platform - Wellness Coach
- Generous PTO in addition to our Week of Zen - the time between Christmas and New Year’s to relax and recuperate
- Fully Paid Parental Leave - 16 weeks for birthing and non-birthing parents
- Family forming & fertility support and services through Maven
- Annual Zenni Gift Card - to use towards our products!
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
