Customer Service/ Executive Assistant

Job Description Objective / Purpose of the RoleTo provide efficient, accurate, and customer-focused support by managing inquiries, work orders, and package issues in a timely and professional manner. This role ensures high productivity, service quality, and compliance with company standards while maintaining clear communication with associates and customers.Success in this role is achieved by consistently meeting workload targets, demonstrating strong organizational skills, maintaining excellent attendance, and contributing positively to teamwork and customer satisfaction.Key Responsibilities Customer Support & CommunicationRespond to customer and associate inquiries via phone and email within 1–2 hours (immediately for urgent matters)Maintain professionalism, empathy, and a positive attitude in all interactionsAcknowledge and follow up on customer issues through full resolutionEscalate unresolved issues promptly to the appropriate department Workload & Productivity ManagementMaintain at least 95% daily workload completionManage and prioritize work orders, repack lists, and package logsProvide clear, detailed, and accurate instructions when processing requestsPrepare and send weekly reports of unknown packages, ensuring follow-up until resolution Package & Issue ResolutionTrace packages, update logs, and resolve delivery issues efficientlyManage reroute logs for misdirected packages and coordinate correctionsMaintain accurate records of lost, missing, or delayed packagesFile claims with carriers (USPS, UPS) on behalf of customers when necessary Compliance & OrganizationFollow all company policies, procedures, and performance standardsMaintain a clean, organized, and fully stocked workspaceReport equipment issues or supply needs promptly Attendance & PunctualityArrive on time and adhere to scheduled work hoursRespect break and lunch schedulesRequest time off in advance and maintain communication during absences Teamwork & CollaborationSupport team members and leadership, especially during peak workload periodsAssist with training and knowledge sharing when neededMaintain a respectful, positive attitude and escalate concerns appropriatelyQualificationsHigh School Diploma or GED required2+ years of experience in customer service, administrative support, or similar roleBilingual (English/Spanish) preferredRequired SkillsStrong customer service and problem-solving abilitiesExcellent phone and email communication skillsAbility to manage high-volume workload and meet productivity targetsStrong organizational and time management skillsHigh attention to detail and accuracyAbility to maintain clear documentation and reportsProficiency with office systems and logistics/shipping platformsAbility to work independently in a fast-paced environmentCore CompetenciesProfessionalism and positive attitude under pressureStrong interpersonal and communication skillsReliability, punctuality, and accountabilityAbility to prioritize and adapt to changing demandsTeam-oriented mindset with a collaborative approachWhat We OfferCompetitive compensationGrowth and development opportunitiesDynamic and supportive work environmentExposure to operations, logistics, and leadership support