Knowledge of postal administrative procedures and mail classification

Functional Purpose

Resolves service issues for large business customers and proactively identifies areas of concern to find solutions for

customers before they contact us. Provides assistance to business customers on postal products, services and coordinates

cross-functional teams for expert responses and corrective solutions. Monitors and evaluates customer satisfaction related to

postal products and services; maintains customer profiles and database information. Probes and understands customer

business needs, identifies sources of revenue lead generation.

DUTIES AND RESPONSIBILITIES

1. Provides high quality and prompt customer service, information, resolution to business customers via telephone, direct

mail, email, and personal contact on classification, mailability, addressing, forwarding services, mail preparation, fees,

special services, international mail, postal operations, and delivery. Coordinates customer interface with other District

customer service employees when needed, ensures customer satisfaction.

2. Responds to business customer inquiries and documents service issues in approved computer application(s). Identifies

appropriate postal departments to address service improvement opportunities and synchronizes efforts among operations,

marketing, delivery, finance, and other functional areas to ensure resolution. Provides feedback to internal stakeholders and

customers.

3. Identifies opportunities based on knowledge of customer and probing, suggests appropriate postal programs, provides

information and guidance, and coordinates with the Sales organization for follow-up.

4. Educates and drives customers on Postal applications to report and monitor service requests; ensures customers access

appropriate computer applications, publications, brochures, and service information guides related to their requirements.