Customer Service Specialist

Job Summary:

The Customer Service Specialist is responsible for providing exceptional service to clients by addressing their inquiries, resolving issues, and ensuring smooth coordination of transportation services. This role requires strong communication skills, a customer-focused attitude, and the ability to work efficiently in a fast-paced environment.

Key Responsibilities:

Respond to customer inquiries via phone, email, and in-person promptly and professionally.

Provide detailed information about services, rates, and scheduling.

Investigate and resolve customer complaints or issues related to shipments, billing, and services.

Coordinate with other departments to find effective solutions and follow up to ensure customer satisfaction.

Maintain detailed records of customer interactions, transactions, and feedback.

Identify areas for improvement in customer service processes and suggest enhancements.

Participate in training sessions and team meetings to stay updated on company policies and procedures.

Build and maintain positive relationships with key clients.

Proactively reach out to customers to provide updates, gather feedback, and ensure their needs are met.

Assist with administrative tasks such as scheduling, filing, and data entry.

Support the sales and operations teams with customer-related activities.

Other duties as assigned.

Qualifications:

High school diploma or equivalent; additional education or certifications in customer service or related fields is a plus.

Proven experience in a customer service role, preferably in the transportation or logistics industry.

Strong verbal and written communication skills.

Proficiency with customer service software, databases, and tools.

Excellent problem-solving skills and attention to detail.

Ability to multitask, prioritize, and manage time effectively.

Strong interpersonal skills and a customer-focused attitude.

OS&D experience preferred but not required.

Physical Requirements:

Ability to sit for extended periods while working at a computer.

Occasional lifting of items between 5-15 lbs.

Work Environment:

Office environment with daily visits to warehouse or operations areas.

Fast-paced and dynamic work setting requiring adaptability and flexibility.
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