Customer Service Parcel Specialist

Position Summary

This team member will have primary responsibility for coordinating the inbound/outbound package activities of the in‑center parcel management operation. They will receive, process, stage, and deliver all inbound and outbound packages from the venue/center using an electronic last‑mile tracking system with limited supervision. They will regularly interface with all levels inside the venue and event customers’ organizations, and must be proficient with a variety of computer systems while meeting the physical demands of the position.

The role also includes many functions performed by Center Consultant team members.

• Primary responsibility for coordination of all shipping related services and activities.
• Maintain log of all incoming and outgoing parcels, prepare parcels for pickup by delivery drivers, and sort incoming parcels.
• Utilize proprietary software and equipment to execute necessary job functions; responsible for mobile equipment assigned on a daily basis (where applicable).
• May pick‑up and deliver customer packages throughout the hotel facility.
• Provide customer service, anticipate customer needs, suggest alternatives, problem‑solve, and satisfy those needs with a minimum amount of supervision.
• Assemble parcels and prepare goods for shipping by wrapping items in insulation, inserting items into shipping containers, weighing packages, and affixing labels to parcels.
• Utilize pallet jacks and other large package handling equipment (where applicable).
• Follow all Equipment Safety and Package Security guidelines.
• Determine appropriate shipping methods, inform customers of company products, services, routes, and rates.
• Offer assistance to customers by suggesting appropriate shipping methods; maintain inventory of shipping supplies.
• Set priorities of customer requests and maintain high levels of customer service.
• Use sound judgment to resolve customer service issues or refunds.
• Conduct investigative research for mis‑labeled packages.
• Troubleshoot routine equipment problems.
• May provide leadership on assigned shifts and direct the work of other team members.
• Perform multiple tasks concurrently.
• Follow instructions of supervisors and assist other team members in performing center functions.
• Collate, sort, and organize communications and other forms of information provided by customers and the venue.
• Assist in the training of center team members.
• Operate the point of sale terminal (POS) to ensure package‑handling fees are collected.
• Perform daily close‑out procedures on POS.
• May assist team members in goal setting and skill development.
• Perform administrative duties, including bidding, ordering supplies, and inventory control.
• May operate photocopy, binding, and other business center equipment.
• Take customer orders, give pricing information, perform consultative selling to customers, and explain the benefits of digital printing technology to customers.
• May pick‑up and deliver customer orders.
• Follow copying protocol (copyright law, confidentiality, and careful handling of original documents).
• Prepare bank deposit slips.
• Perform all other duties as needed or requested.

• High School Diploma or equivalent education required.
• Minimum six months of related experience required (Warehouse and/or Hospitality Experience Preferred).
• Proven strong organization and planning skills.
• Action oriented with skills and aptitude to excel in a customer‑focused, results‑driven environment.
• High integrity; present a professional image through effective written and verbal communication skills.
• Excellent team‑building and collaborative skills; ability to develop strong customer relationships.
• Strong problem‑solving skills.
• Ability to accurately translate and record information into electronic tracking system with 100% accuracy.
• Proficiency with computer systems and ability to learn new software applications quickly.
• Ability to pass an OSHA certification for any equipment in the center required for such certification.
• Ability to move 75 pounds unassisted.
• Ability to maneuver packages of any weight above 75 pounds with appropriate equipment and/or assistance from another…