Associate - Customer Service

About the role

The Customer Service Associate provides timely and professional support to customers, reporting to the Supervisor - Customer Service. This role handles inquiries, tracks shipments, resolves issues, and provides product or service information, ensuring customer satisfaction and fostering positive relationships.

Responsibilities

• Respond to customer inquiries via phone, email, chat, or other channels in a timely and professional manner
• Provide accurate and helpful information about products or services
• Assist customers with shipment scheduling, quote-related communication, and shipment status updates
• Handle billing and collections inquiries
• Engage in small-scale relationship management with customers
• Provide excellent and timely customer service and shipment follow-up by proactively informing customers of the status of their shipments
• Follow new Standard Operating Procedures (SOPs) to create and enter relevant data into GTC jobs when applicable
• Delegate tasks to the operations group and manage deliverables
• Schedule local pickups and deliveries with carriers
• Identify and analyze customer needs and concerns, and offer solutions and alternatives to address customer issues
• Escalate complex or sensitive issues as needed
• Accurately document customer interactions and resolutions, and maintain customer records and update information
• Ensure customer satisfaction in every interaction, and follow up with customers to confirm issue resolution and satisfaction
• Identify ways to improve the customer experience
• Perform other general duties as assigned

Qualifications and Skills

• High school diploma or equivalent required
• Associate's degree or some college coursework in Business Administration, Communications, or a related field is preferred
• Basic knowledge of logistics operations or international shipping
• Familiarity with logistics software or data entry systems will be a plus
• Previous experience in a customer service role will be a plus
• Strong written and verbal communication skills
• Good problem-solving skills
• Ability to remain calm and professional in challenging situations
• Basic computer skills and proficiency in using office software
• Willingness to learn new things
• Ability to work well as part of a team and individually
• Must be able to lift 30 lbs