WMX Ops Support Agent (A4, 3rd Shift)

About the role

As a Key Accounts WMX Executive, you will ensure the smooth execution of Global Key Account Services/Medical Express and Guidelines for selected accounts in line with the direction of the Key Account Director, Key Account Manager and Key Account Supervisors. You will continuously work with customers to identify and incorporate their evolving and emerging needs in Medical Express solutions.

Responsibilities

• Provide the full suite of standard customer service offerings (including bookings, inquiries, supply requests, etc.) to Key Account WMX customers in addition to customized contracted services (e.g., Reporting, proactive notification using QCC).
• Proactively inform customers on shipment delays and potential service failures as defined in the KAD Customer Nomination form and the customer’s Service Solutions.
• Arrange for expedited service recovery shipments when necessary and perform first-level root cause analysis.
• Collaborate with WMX Americas (Regional Office) representatives to develop solutions that address complex customer shipment issues and actively participate in feedback sessions to improve WMX processes.
• Review customer inquiries, problems, and requests and effectively negotiate to resolve those issues with the intent of providing customer satisfaction, retention, and increasing revenue spend.
• Register bookings (ambient and frozen/Dry Ice) in ELP (Express Logistics Platform).

Requirements

• Bilingual in Spanish (required).
• 2-4 years in a related field (or equivalent).

Skills

• Presentation skills (good).
• Facilitation and training skills (good).
• Microsoft Office Suite (excellent).
• DHL Systems: CSV, GEMA, NTPS (excellent).
• Communication skills, spoken and written (excellent).
• Negotiation and interpersonal skills (excellent).
• Conflict resolution skills (excellent).
• Analytical and organizational skills (excellent).
• Time management skills (excellent).

Benefits

• Competitive pay.
• Bonus/Incentive programs.
• Retirement Savings – 401K with company match.
• Medical, Dental, Vision, and well-being programs.
• Tuition reimbursement.
• Generous Paid Time Off – starting at 4 weeks (PT/FT).
• Paid leave.
• Employee discount program.
• Employee Assistance & Work Life Program.
• Outstanding training opportunities.