Associate - Customer Service

Responsibilities

• Customer Communication: 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.
• GTC Data Entry: Follow new Standard Operating Procedures (SOPs) to create and enter relevant data into GTC jobs when applicable.
• Cordination with Operations Group: Delegate tasks to the operations group and manage deliverables.
• Schedule local pickups and deliveries with carriers.
• Problem Solving: Identify and analyze customer needs and concerns. Offer solutions and alternatives to address customer issues. Escalate complex or sensitive issues as needed.
• Documentation: Accurately document customer interactions and resolutions. Maintain customer records and update information.
• Customer Satisfaction: Ensure customer satisfaction in every interaction. Follow up with customers to confirm issue resolution and satisfaction. Identify ways to improve the customer experience.

Qualifications and Skills

• A high school diploma or equivalent required.
• An 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.
• Work well as part of a team and individually.
• Must be able to lift 30 lbs.