Customer Service Processing Agent

ID
2017-1379
NY
Category
Customer Service/Support

Description

Purpose

The responsibilities of this position include, but are not limited to, the processing and shipping of client orders and responding to client requests. To ensure that all work is done in accordance to the policies and procedures as established by Kitco and to ensure to take action when policies and procedures are not being followed.

Key Responsibilities and Accountabilities

  • Ensure that processing times are respected.
  • Responsible for the accuracy of testing (both bullion and scrap) when purchasing from clients.
  • Assist the Team Lead to ensure the physical environment of the Processing Area is operable, clean, maintained and advise accordingly
  • Responsible for ensuring that every customer (both internal and external) inquiry or order is ultimately answered or completed the same day (or within 24 hrs)
  • Participate actively in the search for better processes
  • Escalate questions, concerns, needs to Team Lead in a timely manner
  • Other duties as assigned

Essential Job Functions and Tasks  

  • Shipping/Processing client orders.
  • Test and verifying purity of material for purchase according to Kitco protocol.
  • Ensure orders are correctly entered into Navision
  • Enter lot results and settle lots Verify customer is in agreement with scrap transaction settlement
  • Process transaction according to policies and procedures
  • Assess material for proposal of melt and assay
  • Submit metals paperwork for preparation of customs clearing and ensure that all paperwork for shipping is prepared correctly, prior to sending anything out.
  • Ensure all packages for Melt and assay are forwarded to head office for processing within the department standards
  • Follow-up on all outstanding packages Send out payments via FedEx and enter number into Navision
  • Balance at the end of day
    • Collect and verify codes
    • Collect scrap metal
    • Balance bullion inventory
    • Ensure all precious metal are stored in vault before leaving for the day.
  • Assist all staff with end-of-day balancing duties
  • Assure proper documentation flow
  • Assure proper communication between departments
  • Participate actively on projects as assigned
  • Ensure that inventory levels of all packaging material is constantly available, and order more when needed
  • Responsible for proper communication with other departments as needed
  • Assist in finding and implementing better inventory processes
  • Responsible for adherence to inventory management processes
  • Assist with the monthly physical inventory count
  • Assist with the investigating and explaining physical inventory discrepancies
  • Receive and verify supplier products
  • Assist with metal shipments to refiners
  • Other duties as assigned

Required Skills and Competencies

  • Basic understanding of business practices
  • Customer service experience – at least 3 years experience
  • Proven analytical ability
  • Results oriented
  • Good initiative
  • Ability to work under pressure
  • Physical ability to lift 50 lbs
  • Physical ability to stand for prolonged periods (4 hours)
  • Ability to prioritize and multitask
  • Strong customer service skills
  • Listening, validating and empathizing
  • Capacity to deal with angry or difficult customers
  • Self-motivated and proactive
  • Positive attitude and team player
  • Willing to learn and fast learner
  • Ensure that all dealings are done with the level of professionalism as expected from all Kitco employees

General or Personal Competencies

Required:

  • Strong time management skills
  • Strong interpersonal skills
  • Strong communication & organization skills
  • Reliable
  • Detail oriented
  • Ability to adapt to change

Desirable:

  • Knowledge of precious metals testing- an asset
  • Knowledge of Databases (Access) – an asset
  • Customs experience an asset

Technical / Professional Competencies:

  • High School diploma
  • Strong Computer/Internet skills (Microsoft Office and Outlook)
  • Basic knowledge of SharePoint an asset
  • Work involves lifting of materials up to 50 pounds, standing for prolonged periods of time and working with acids. Processing requires the use of safety equipment to include but not limited to; eye safety glasses, protective aprons, latex gloves, steel toed shoes provided by the company. It is the employee’s responsibility to utilize the above equipment and advise management if replacements are needed.

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