Associate - Customer Service

Position Description

The Customer Service Associate provides timely and professional support to customers, reporting to the Supervisor - Customer Service. This role handles inquiries, tracks shipments, resolves issues, and provides product or service information, ensuring customer satisfaction and fostering positive relationships.

• 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.
• Coordination with Operations Group:
  • Delegate tasks to the operations group and manage deliverables.
• Local Pickup and Delivery Scheduling:
  • 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.
• Other General Duties:
  • Perform other general duties as assigned.

• High school diploma or equivalent required.
• 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.

The above description outlines the essential functions and skills required for this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills that may be required. The company reserves the right to modify job duties or descriptions at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.

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