Lab Expeditor, Customer Service

About the Role

This role is a critical part of Zenni's award-winning Customer Service team. The Lab Expeditor supports vital initiatives for a seamless customer engagement experience and champions the interests of Zenni customers by ensuring high-quality and consistent service. This person also serves as a liaison between the Customer Service department and the onsite Inspections team in Obetz, Ohio.

Shift Options: This position offers three shift schedules:

• Monday–Friday, 8:00 AM – 5:00 PM
• Tuesday–Saturday, 8:00 AM – 5:00 PM
• Wednesday–Sunday, 8:00 AM – 5:00 PM

Please indicate your preferred shift and availability in your application.

Responsibilities:

• Resolve customer issues identified by the lab. The resolution includes but is not limited to self-resolution through research and/or direct customer contact.
• Identify process improvements relating to inspections.
• Queue management of return to sender orders and inspections order 
• Collaborate with the shipping team on issues affecting customers and review orders with shipping issues where outreach and/or refund is needed.
• Serve as the point of contact on the Customer Service team to address internal questions between our global CS team.
• Collaborate with the inspections team on best practices for shipping and expediting orders.
• Resolve escalations and maintain ongoing operational processes.
• Proactively reach out via email and voice to customers for those who faced a negative experience during a service interaction.

Basic Qualifications:

• Proficient in Google Suite and comfortable working with different technologies.
• Ability to work on a weekend shift.
• Strong aptitude for engaging with customers and providing service.
• Excellent communication and interpersonal skills.
• Strong problem-solving skills and ability to think creatively.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Strong attention to detail and organizational skills.
• Ability to work independently and in a team environment.
• Ability to build and maintain customer relationships (internal and external)

Preferred Qualifications:

• Willingness to work rotational and weekend shifts as needed

U.S. Perks & Benefits:

• Annual Bonus Program
• Healthcare: 100% premiums covered for medical, dental, and vision for employees (50% for dependents)
• Basic Life and AD&D with option for additional voluntary coverage
• Short and long term disability coverage
• 401k with up to 4% match
• EAP and Spring Health that gives you and dependents access to free therapy and coaching
• Free access for you and your family to our digital wellness platform - Wellness Coach
• Generous PTO in addition to our Week of Zen - the time between Christmas and New Year’s to relax and recuperate
• Fully Paid Parental Leave - 16 weeks for birthing and non-birthing parents
• Family forming & fertility support and services through Maven
• Annual Zenni Gift Card - to use towards our products!

Compensation

In addition to other forms of compensation like perks and benefits, the estimated range for this role is $17-19 /hr. The final offer will be determined based on permissible, non-discriminatory factors such as skill set, experience, geographical location, market conditions, and other organizational needs. The Company reserves the right to change, modify, or revisit the salary range for various reasons including business needs.