Logistics Coordinator

We are seeking a local candidate for this role!

This position offers a flexible, hybrid schedule with availability to work from home on Monday and Friday.

Hours: 8am-5pm

The Loss Claims/Logistics Coordinator is responsible for opening claims, assisting customers with and investigating loss claims. This position requires working with external investigators, carriers, and other departments including Customer Service, Operations, and Product Management to replace exchanged and/or lost merchandise.

The day in the life of a Loss Claims/Logistics Coordinator...

• Acts as point of contact with customers who are not satisfied with their order as well as customers who believe their order may have been lost in transit, stolen or received a package with missing product
• Follows established guidelines and criteria for RMA’s and tracking down missing orders
• Coordinates with Receiving Department, Product Managers, logistics, and carrier service in filling out appropriate forms to aid in locating lost packages
• Improves organizational efficiency by organizing workflow to be as efficient as possible
• Maintains metrics and reporting to show performance
• Open Claims in ERP, email customer and setup Service Request w/USPS all inbound & outbound losses
• Open Claims in ERP, email customer and Submit Loss Package inquires w/Fedex – outbound only (currently)
• Open Claims in ERP, email customer, reach out to Parcel Pro, reach out to UPS + Receiving Vault on EPO Inbound Losses, take photos of damaged package
• Manage and categorize claims mailbox: high traffic, use color code system to sort the 15+ tasks, set priorities
• Set Return to Sender Request with any applicable carriers (UPS,USPS, Fedex)
• Set HAL & RTS request on shipments as applicable
• Responding to customer claim inquiries both inbound and outbound emails with accurate information
• Send carrier’s signature complaints including USPS, Fedex and UPS when APMEX’s shipments were improperly handled, e.g. not getting signature
• Able to understand Customer and Sales agent notes in ERP both order level and customer account level
• Answering inbound calls upon department direct call transfers/ Team Chats monitoring
• Made outbound phone calls upon customer’s request
• Maintain good relations with our internal members across sales, customer service, wholesale, purchasing and citadel departments :)
• Understanding Marketplace shipments, including eBay Cases, Buyers Vetting, Payment disputes and boils down to claims situation combo
• Good time management and making sure Claim Opening within 48 hours timeline from customer initial reporting of a loss, this is current Sales & Customer service Focus
• Pulling Vault Videos on both Outbound & Inbound Losses
• Make good decisions on how to handle shipments when it comes to unexpected events
• Other duties as assigned

Other Qualities of a Loss Claims/Logistics Coordinator...

• Communication: Communicates well both verbally and in writing, creates accurate and punctual reports, delivers presentations, shares information and ideas with others, and has good listening skills.
• Customer Focus: Builds customer confidence, is committed to increasing customer satisfaction, sets achievable customer expectations, assumes responsibility for solving customer problems, ensures commitments to customers are met, solicits opinions and ideas from customers, and responds to internal customers.
• Customer Service: Handles customer questions and complaints, communicates with customers, handles service problems politely and efficiently, always available for customers, follows procedure to solve customer problems, understands company products and services, and maintains pleasant and professional image.
• Dependability: Meets commitments, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, and meets attendance/punctuality requirements.
• Interpersonal Skills: Has good listening skills, builds strong relationships, is flexible/open-minded, negotiates effectively, and solicits performance feedback and handles constructive criticism.
• Job Knowledge: Understands duties and responsibilities, has necessary job knowledge, has necessary technical skills, understands company mission/values, keeps job knowledge current, and is in command of critical issues.
• Listening Skills: Listens attentively to others, asks clarifying questions, actively listens, stays open to other viewpoints, and manages distractions and interruptions.

APMEX is a multibillion-dollar ecommerce company that is the leader in Precious Metals. Our employees love our values and culture. Our APMEX team is large enough to get the job done better than anyone else in the industry, while being small enough to listen to, and care, about our employees. Without their dedication, APMEX would not continue to be named the #1 Specialty eRetailer by Internet Retailer Magazine! Come see why APMEX was "Voted as one of the Best Places to Work in Oklahoma!" and one of the Top Workplaces by the Oklahoman. Join the team today!

Education:

• High school diploma required, some college preferred
• Emphasis in math, accounting, or related field preferred

Experience:

• 1-3 years of experience in customer service, shipping, or related field

Computer Skills:

• Intermediate knowledge of Microsoft Excel

At APMEX, our employees have access to extraordinary benefits including:

• Medical, Dental, and Vision
• Short Term Disability & Long-Term Disability
• Life Insurance
• 401K (Company matches!)
• Free Lunch every day
• Tuition Reimbursement
• College Debt Repayment
• 9 Paid Holidays
• Paid Time Off with Sell Back Option
• Paid Day off for your Birthday
• Paid Volunteer Opportunities
• Lunch and Learns
• Free Downtown Parking