Who We Are:

At Auctane, we are united by a passion to help sellers — wherever they are, however they operate — fulfill the promises they make to consumers. The Auctane mission is to fuel commerce through exceptional delivery. We make it possible for businesses to meet the ever rising expectations of their customers, and we make the world smaller and more accessible to consumers everywhere.

Auctane brands enable hundreds of thousands of merchants to annually deliver billions of products — over $200 billion worth — to customers around the globe.

And Auctane is just getting started.

Auctane is a team of shipping and software experts with a passion for helping merchants move their ideas, dreams and innovations around the globe. The Auctane family includes ShipStation, ShipWorks, ShipEngine, ShippingEasy, Stamps, Endicia, Metapack, Shipsi, GlobalPost, and Packlink. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.

Auctane’s Values

The Customer is our mission.

Our company was built in service of our customers. Every time we answer the phone, write a line of code, hire a new team member, form a partnership, or build a new interface it is explicitly because we believe that action will improve the life of our customers.

We work with the best people.

We will only work with people who are enthusiastic about their work, respectful of diverse ideas and backgrounds, and who possess the ability to work both independently and as part of a team.

We only play offense.

We’re on a mission to reach and help every mailer, shipper and merchant on the planet. Because of this we move with urgency, take risks, and are determined to ship solutions quickly.

We expect exceptional outcomes.

We are a rapidly growing company with intent. We expect to continue to deliver market transforming solutions for our customers and challenging growth opportunities for our employees.

We are direct and authentic.

We have a genuine empathy for our employees, partners, and customers. We serve that empathy by treating everyone the way we would like to be treated - openly, ethically, and honestly. We set expectations clearly and hold ourselves accountable to what we commit.

About The Team:

The Customer Care Department has a mission critical task in not only meeting our customer’s needs, but doing so in the most professional and friendly manner possible. We are the mailing and shipping experts within our company and within our industry. We take extraordinary care of our customers by solving their challenges efficiently and accurately. We share customer insights throughout the organization and help drive positive and meaningful changes.

The HVST Shipping Representatives oversee the set-up and overall customer experience of important integrators, shipping resellers and large volume fulfillment centers. We collaborate with our shipping sales professionals to produce a seamless on-boarding experience for our customers and maximizing the value of existing customers which helps drive revenue to SDC’s bottom line.

Primary Objectives:

What We Are Looking For:

• 1. Provide best in class customer service support to our shipping resellers and large volume fulfillment centers.
• Reviewing and processing account set-up forms for new shipping customers to ensure timely set-up, compliance with company policies.
• Track customer support issues and shipping volumes for large existing customers.
• Escalate and help resolve ongoing service concerns that affect customer satisfaction and engagement.
• Collaborate with internal and external customers for seamless onboarding experience.

• Engage with multiple internal departments during the customer set-up process and communicate progress and expectations throughout the customer on boarding process.
• Outreach to existing Stamps.com customers who may have newly qualified for the shipping program to convert them to shipping plans and greater engagement with our shipping program.

• Structured weekly strategic account reviews.

• Meet regularly with shipping specialists and the HVST manager for account reviews and strategic analysis of important shipping customers.
• Assess and communicating needs and strategies for maximizing shipping revenue.

What will Make You Stand Out (if applicable):

• High School diploma or equivalent required. Technical certifications or degree is a plus.
• Two (2) Plus years of Customer Service experience.
• Familiar with database and/or Customer Relationship Management (CRM) software.
• Strong understanding of CER expectations with an emphasis on building a relationship with our Shippers.
• High degree of intellectual curiosity and thirst for knowledge.
• High degree of professionalism and the ability to communicate complex processes clearly and with confidence.
• Ability to create, manipulate and format spreadsheets in Excel and to work with project management software or other programs to create visual process flows is advantageous in this position.
• Strong organization and attention to detail resulting in consistent follow-up and superior work balancing, scheduling.
• Ability to make and keep commitments to multiple customers.

The Tech:

• Windows OS

Travel Requirements (if applicable):

• None

Additional Position Duties: (The following is a list of what all employees, except those with medical accommodation, may be regularly required to do.)

• Sit for prolonged periods of time
• Utilize wrist and hands for a prolonged period of time
• Walk short distances
• Stand for short periods
• Speaking and conversing with others
• Lift up to 25lbs without assistance up to chest height

Equal Opportunity Employer/Veterans/Disabled

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