Customer Service Representative

Responsibilities

• Answer incoming customer calls, emails, and chat inquiries, providing accurate information and support for standard questions and requests.
• Document all customer interactions thoroughly, accurately, and efficiently in internal systems.
• Process basic shipment change requests and follow up to confirm completion within established guidelines.
• Review shipment tracking history and clearly communicate shipment status, delays, or next steps to customers.
• Navigate multiple platforms, browsers, and applications during customer interactions while maintaining accuracy and focus.
• Follow established scripts, workflows, and standard operating procedures (SOPs) to ensure consistency and compliance.
• Proactively identify when an issue should be escalated to a more senior team member or leadership.
• Participate in team meetings, training sessions, and coaching to continuously improve skills and performance.
• Build positive working relationships with internal teams, including sales, operations, and station staff.

Qualifications

• Educational requirement: High school diploma or GED equivalent.
• Experience: At least one year of customer service experience, preferably in a call center, office, or fast-paced customer-facing environment.
• Technical skills: Solid computer proficiency, with the ability to learn and navigate multiple systems, platforms, and web browsers; ability to type 35+ wpm with strong accuracy to document customer interactions quickly.
• Soft skills: Strong customer service orientation with clear verbal and written communication skills and a professional telephone manner.
• Other: Demonstrated ability to multitask, manage a steady workload, and remain calm and effective under pressure; demonstrated discretion and confidentiality in handling and protecting sensitive information.