Spec - Sales SST

Sales and Service Support Team Member

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 ongoing 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 Responsibilities:

• 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: Able to bring conflict into the open and use it productively to enhance the quality of decisions; Able to arrive at constructive solutions while maintaining positive working relationships with those who disagree; Able to help others resolve disputes and reach agreement
• Act with Integrity: Able to demonstrate uncompromising adherence to ethical principles; Able to demonstrate honesty in all actions; Able to admit and correct mistakes promptly; Able to assume full responsibility and accountability for own actions
• Adapt: Able to maintain effectiveness by changing personal behavior and work routines / habits in response to new circumstances and requirements
• Show Diversity Awareness: Able to be aware of diversity in the workforce and customer base; Able to understand cultural differences and perceptions; Able to show acceptance of, and respect for, the differences in others; Able to avoid intolerance or encouragement of behaviors that devalue an individual because of differences
• Be Professional: Able to project a positive, professional image with both internal and external business contacts; Able to create a positive first impression; Able to gain respect and trust of others through personal image and demeanor
• Be Resourceful: Able to be willing to adapt to shifting priorities, multiple demands, ambiguity, and rapid change; Able to develop new approaches to work systems or problem-solving; Able to maximize use of available resources to achieve the best results consistent with company objectives; Able to know who to go to and make use of others' expertise
• 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
• Deliver Quality Results: Able to deliver top quality service to all customers (internal and external); Able to ensure all details are covered and adhere to company's policies; Able to strive to do things right the first time; Able to meet agreed-upon commitments or advises customer when deadlines are jeopardized; Able to define high standards for quality and evaluate products, services, and own performance against those standards
• Proficient Computer User: Able to keyboard, navigate a desktop, type, perform data entry and use required software applications to produce basic correspondence, electronic communication, presentations and maintain spreadsheets and databases. Able to operate general office equipment including company telephone system

Job Qualifications: Education & Experience Requirements:

• High School Diploma or equivalent. Associate degree preferred
• 1 - 3 years' experience working in a high volume sale & service center
• 1 year experience within SST
• Possess math skills sufficient to perform required duties
• Or an equivalent combination of education, training or experience

Physical Requirements:

• Ability to sit at a desk and use a computer for up to 8 hours a day; Ability to use hands and fingers to type on a keyboard and use a mouse to navigate; Vision sufficient to view small details on a computer monitor
• Ability to stand and walk up to 8 hours a day; ability to stoop, bend and lift boxes weighing up to 50 lbs.
• Ability to hear and verbally communicate using a telephone handset and/or connected headset device

Working Conditions:

• Regular business hours. Some additional hours may be required.
• Travel requirements: Negligible
• Climate-controlled office environment during normal business hours.
• Not a work at home position
• May be subject to pre-employment criminal background check and/or drug screening as well as random drug screenings in accordance with company policy

Unsolicited Resumes from Third-Party Recruiters:

Please note that as per PODS policy, we do not accept unsolicited resumes from third-party recruiters unless such recruiters are engaged to provide candidates for a specified opening and in alignment with our Inclusive Diversity values. Any employment agency, person or entity that submits an unsolicited resume does so with the understanding that PODS will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person, or entity.