David Liech

▪ Act as the help desk and customer support lead contact for internal stakeholder in RGS departments as well as external customers to RGS.

▪ Identify and escalate situations requiring urgent attention and inform management of recurring problems.

▪ Handle escalated issues for customers with RGS management to ensure that connection is made with our internal customers such as Sales, Finance, and Logistics/freight.

▪ Providing guidance to freight staff about customer queries and customer recovery.

▪ Monitor customer service activities ensuring that freight and transport staff provide customers with accurate information in a timely and courteous manner.

▪ Provide internal reporting and metrics for all aspects of Customer Service/help desk average response time, resolution rates, error rate, and customer satisfaction data.

▪ Log all help desk interactions, redirect problems to correct resource, track and route problems and requests and document resolutions and ensure follow up with customers and users to ensure complete resolution of issues.

▪ Coordinating prompt actions with the respective departments to solve external customer problems.

▪ Investigating Customers problems by following up from start to finish and engaging both customer, freight staff and other departments.

▪ Ensure that freight staff keep an updated customer contact list for easy tracking and follow up with regular and walk in customers

▪ Responding directly to customers who have been mishandled and are upset due to one problem or another