ESSENTIAL DUTIES AND RESPONSIBILITIES:
· Handles inquiries from agents, program managers/sales person.
· Take escalated calls and orders
· Review errors and audits with the agents
· Audit reps to ensure they follow the existing PSL guidelines
· Assist in placing orders when needed.
· Creates and plans specialty agents’ schedule
· Sends hourly queue updates
· Sends performance and specialty accounts reports.
· Monitor and track shipments, and coordinate with carriers to resolve any issues or delays.
· Identify and implement process improvements to enhance efficiency
· Develop team members to improve their skills and knowledge.
· Monitors the queue and identify number of FTEs required per day