TITLE: Customer Service Representative
ABOUT THE COMPANY: American Expediting is the nation's premier custom transport provider. Our people are smart, creative problem-solvers dedicated to crafting custom transport, logistics, warehousing, and distribution solutions for some of the world's most dynamic brands. Our reputation for excellence is hard-earned, with 99.3% on-time delivery performance for mission-critical, time-critical shipments. And our focus on continuous innovation means we're always ready to meet the ever-evolving needs of our customers.
SUMMARY: The Customer Service Representative (CSR) provides white glove service to critical customers and design logistics solutions to their request. Most often this is to place a request for a new transportation service, other times it is to update the customer on the status of an existing task or to make changes to a task in progress. Additionally, the CSR may interact with dispatchers to engage transportation service providers and outside vendors as required to ensure customer needs are fulfilled.
REPORTS TO: Customer Service Supervisor
RESPONSIBILITIES:
- Present a positive and professional face to customers, drivers, and other employees of American Expediting
- Answer and respond to all assigned inbound calls and requests from customers, drivers, and/or other American Expediting employees
- Ensure timely and efficient service for customers according to on demand requests
- Follow the approved process/SOP for responding to customer inquiries and handling issues; answer questions and ensure customers/drivers understand and are satisfied with the responses
- Promote and sell American Expediting products and services as needed
- Leverage American Expediting systems to develop new job quotes as well as review and update shipment information; add relevant notes to accounts/shipments as needed
- Work with customers to ensure that shipment requirements are met and that they are always kept informed during the process to ensure visibility
- Confer with customers or supervising personnel to address questions, problems, and requests for service
- Handle customer complaints and follow appropriate escalation procedures when necessary
- Resolve service problems by clarifying the customer’s complaint, determining the cause of the issue, selecting and explaining the best solution to the problem, and expediting correction/adjustment and follow-up to ensure resolution
- Act as a subject matter expert for peer side-by-side coaching and training as needed
MINIMUM QUALIFICATIONS:
- High School diploma or equivalent
- General computer proficiency
- Flexibility in working hours required. Weekend and overnight shifts available.
- Must be able to pass a pre-employment background check
PREFERRED EXPERIENCE:
- Healthcare or related industry experience
- Logistics or expediting knowledge
- Relevant previous call center experience with at least 2 years successful work experience
- Familiar with time zones, military time
KNOWLEDGE, SKILLS, AND ABILITIES:
- Excellent verbal communication and problem-solving skills
- Customer focused and solutions oriented
- Ability to foster teamwork and motivate/coach others
- Knowledge of principles and processes for providing customer service
- Knowledge of consultative sales techniques
- Computer skills including Microsoft Office, Outlook, Teams
- Good navigational skills Analytical thinker and problem solver