Customer Care Operations (CNO)

About the role

Provide administrative and customer service support to Service Center Operations. Respond to internal and external customer inquiries; assist will call customers; prepare operations reports and perform systems data entry. Be part of a fast-paced team environment with a strong emphasis on quality of service, multi-tasking, accountability, conflict resolution, and a dynamic culture in a progressive industry.

Schedule

Monday–Friday, 8:00 AM start time.

Responsibilities

• Provide administrative support to Service Center Operations.
• Perform clerical functions including answering phones, making copies, data entry, and general correspondence.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Adhere to XGS Customer Rules to create a customer-centric approach in all actions.
• Respond promptly to customer inquiries and resolve customer complaints.
• Warm-transfer calls to other departments; identify and connect callers with appropriate company resources.
• Communicate with external and internal customers via telephone, email, web, and in person regarding questions, routes, deliveries, and pick-ups.
• May schedule driver appointments and assist in driver route assignments.
• May dispatch drivers as needed.
• Assist will-call customers in picking up freight.
• Assist in ensuring compliance with OSHA, Department of Transportation, and Federal and State regulations.
• Perform data entry and prepare standard reports.
• May assist in loading or unloading freight.
• Work on-site while performing essential functions.
• Other duties as assigned.

Requirements

• 1–3 years of clerical experience, preferably in the transportation industry.
• Warehouse and WMS experience preferred.
• AS400 experience preferred.
• Dispatching experience preferred.
• Forklift certification a plus.
• Computer literacy required.

Physical and mental demands

• Consistently maintain excellent personal attendance records.
• Sit for long periods of time.
• Manual dexterity to operate a computer and other office machines.
• Clear and understandable speaking voice for telephone communication.
• Ability to climb stairs.
• Occasionally stoop, kneel, or crouch.
• Correctable vision and hearing.

Work environment

Most work is conducted in a comfortable office environment, but exposure to site conditions may also occur. Personal protective equipment must be worn in all areas as required. Although the work is not inherently dangerous, care is required while performing on-site services.