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Customer Service Representative in New Hyde Park, NY at AccruePartners

Date Posted: 1/21/2018

Job Snapshot

Job Description

AccruePartners values our contract and consulting employees. We strive to provide comprehensive, quality and an affordable suite benefits. Our employees are eligible for Medical, Vision, Dental, Short Term Disability and 401K and other benefits. 


  • Fortune 100 Pharmaceutical Services Company
  • Awarded Top 20 Best Places to work in healthcare
  • Global presence in 50+ countries with $140B in revenue
  • Diversified organization servicing both manufacturers and providers within the industry


  • Culture: Dynamic organization offering a vibrant culture and opportunity for growth
  • Growth: High visibility role interfacing with key business leaders across organization
  • Opportunity: Work with a name brand company who is a proven leader in their industry
  • Stability: Dedicated leadership with stability and tenure


  • New Hyde Park, NY


  • Work closely with customer service, agents and airlines to ensure the timely transit of shipments
  • Responsible for timely and accurate data capture
  • Demonstrate professionalism on the phone and in the office
  • Work together as a team with all departments and offices
  • Make suggestions and recommendations to fellow supervisors and the manager in an effort to continually improve customer service operations
  • Perform related duties as assigned by the supervisor/manager
  • Provide assistance to colleagues
  • Provide excellent customer service to internal and external clients
  • Review and follow client standard operating procedures for specific handling procedures
  • Route shipments on next reliable and direct flights out (NFO service)
  • Follow all customer expectations via the customer file
  • Provide clear and precise instructions to agents for effectively handling job file
  • Communicate shipment status updates with customers
  • Communicate with sales department to address client issues and new business
  • Address cold chain concerns when interruptions have occurred
  • Run and monitor missing proof of delivery reports
  • Pre-alert airlines on intended shipments
  • Book shipments with the airlines
  • Answer agent calls directed to the domestic desk department
  • Track and trace all shipments moving within U.S. with the airlines
  • Update shipment statuses available on CRC
  • Verify and coordinate the maintenance of cold chain
  • Record agent fees and extra charges to apply when necessary
  • Initiate traces with the airlines when shipments have not arrived
  • Post-flighting of all flights
  • Monitor the DDESK Note Browser
  • Monitor and handle all after hours pending work for gateway offices
  • Coordinate delivery of international inbound shipments
  • Provide feedback to Agent Manager on agent performance/complaints


  • Have flexibility in work schedule - 24 hour company will require overtime, holiday scheduling and weekend shifts, as necessary
  • Strong computer skills, especially with MS Word and Excel
  • Strong customer service experience
  • Strong organizational skills; attention to detail
  • Strong typing/data entry skills
  • Strong interpersonal skills, positive attitude and self-motivated
  • Broad training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations generally obtained through a combination of experience and education
  • 2-4 years of directly related experience
  • Good decision making and analytical skills
  • Ability to communicate effectively both orally and in writing
  • Ability to resolve customer issues quickly and creatively in order to improve customer satisfaction