Customer Care Operations (TCY)

About the role

At Xpress Global Systems (XGS), we are Delivering a World of Difference, One Truck Load at a Time. As the EMPLOYER OF CHOICE, we are looking for a hardworking, intelligent person with a relentless dedication to safety, quality, and customer service to join us as a Customer Care Operations. 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, with the ability to be a part of a fast-paced team environment, where there is a strong emphasis on quality of service/multi-tasking, accountability, and conflict resolution, and being a part of a dynamic culture in a progressive industry. We are a company that strives to bring our people together for open collaboration, development and growth, regular celebrations while supporting and building stronger communities in which we serve.

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 that we do.
• Respond promptly to customer inquiries.
• Adhere to pre‑determined quality guidelines.
• Acknowledge and resolve customer complaints.
• Warm transfer calls to other departments; identify and connect callers with appropriate company resources.
• Communicate with external and internal customers regarding questions and requests via telephone, e‑mail, web, and in person.
• Interface with customers regarding 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.
• Ability to work on XGS site while performing essential functions.
• Other duties as assigned.

Qualifications

Prerequisite knowledge, skills, and education: 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 requirements: consistently maintains 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; climb stairs; occasionally stoop, kneel, or crouch; correctable vision and hearing.

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 usually is not considered inherently dangerous, must be careful while performing onsite services.