Customer Service Representative

World Bank, Washington, United States

Skill Required:, IT and ICTMedia and Communication
Preferred Experience: 
5 years
Closing Date for Applications: 
3rd February, 2020

Job Description


Reporting to the Managing Director and World Bank Group Chief Administrative Officer, Global Corporate Solutions (GCS) brings together the functions of Corporate Security, Corporate Real Estate, and Corporate Services.

GCS’s Corporate Services division (GCSCS) provides services to the World Bank Group in the areas of Travel and Visa services; Translation and Interpretation; Creative Services (which includes Printing Services; Graphic Design, and Editorial Production & Publications); Food and Conference Services; Mail and Shipping Services; Staff Services (which includes Fitness Center, Child Care, and Commuter Services); and the Art Program. GCSCS also provides administrative support/oversight to the World Bank Family Network, the World Bank Group Staff Association, and the 1818 Society. GCSCS is responsible for setting the policy framework and service standards for areas it covers and for delivering services through a combination of staff and vendors at HQ and in Country Offices. GCSCS has about 130 staff and about 1,000 vendor contractors.

The GCSCS Mail and Shipping Unit (GCSMS) encompasses services for shipping of mail, parcels and freight to any domestic or international destination in the world. Services also include shipping diplomatic pouches to all the WBG Country offices, household goods shipping, and internal mail services within the Washington, DC buildings. Receiving and asset management operations oversees the screening of all inbound shipments and supports the processing of WBG assets. Household goods services assists in the transport of household goods for staff who are being assigned to field offices, resettling upon retirement, or upon their initial appointment to the Bank Group. The unit also oversees competitive sourcing of office supplies for the WBG.

The Customer Service Representative works with the GCSMS Supervisor and is responsible for supporting the Household Goods Shipping Project Manager on a day-to-day basis, providing support for documenting household goods shipments and follow-up with insurance filings; working with GCSCS’s Chennai-based Business Unit support team to streamline orders and processes related to GCSMS business lines (household shipping, office supplies, mail, messenger and diplomatic pouch); and other assistance within GCSMS as needed.

Duties and Responsibilities:

Manages household goods vendor service level agreements (SLAs) and key performance indicators (KPIs), including: transit time performance, customer satisfaction, claims frequency, claims severity, and invoice accuracy.Provides regular reports on the above SLAs to be used for evaluating vendor performance.Coordinates the activities of vendors, including service delivery, customer service, invoice approval and payment, and cost recovery processes.Coordinates and manages the distribution of shipments to household goods vendors.Interacts with household goods vendors on weekly status reports and real-time updates to clients; takes appropriate follow-up action as necessary.Processes customs clearance forms with the U.S. Department of State for all incoming household goods shipments.Monitors agent performance worldwide to ensure Bank Group transferees are getting the level of service expected under the contracts terms and conditions.Assists with the relocation process of around 600 staff annually.Coordinates monthly and quarterly business review meetings with all vendors. Prepares the agenda and internal reporting of vendor SLAs.Resolves service disputes and/or claims having financial or operational impact on business processes or service delivery. Will refer major issues to Senior Manager or Corporate Procurement.Maintenance and revision of GCS household goods and office supplies websites, meeting with each department monthly to ensure status of content is updated.Approves all household goods vendor payment requests for accessorial charges, i.e., goods to be crated, assembled, disassembled, etc.Represents the GCS mail and shipping unit at wider GSC communications team meetings.Performs other duties as required by the GCS Mail and Shipping Unit.

“This internal requisition is open to WBG and IMF staff only (including short-term and extended term consultants/ temporaries). External candidates are requested not to apply. In case an external candidate applies, their application will not be considered.”

Selection Criteria

Undergraduate degree with 5 years of experience or equivalent combination of education and experience.Extensive experience in a relevant practical specialty.Extensive knowledge and application of internal administrative and policies and procedures.Experience with customer service preferred.Strong financial and logistical skills.Demonstrated ability to work with Excel, PowerPoint, Word, and SAP.Strong spoken and written communications skills in English.Demonstrated initiative, and drive for results including ability to undertake a diversity of tasks within a rapidly changing and demanding environment on short deadlines.Outstanding inter-personal skills with proven ability to work cooperatively with a multi-disciplinary team.High degree of motivation, initiative, flexibility, reliability, and responsiveness to changing demands; capacity for effective multitasking, with demonstrated ability of being an independent starter with minimal supervision, and a high capacity to persevere for results.


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