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) is tasked with greeting the customer and securing the information necessary to design the appropriate solution 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 interacts with dispatchers, transportation service providers and outside vendors or prospective customers. The role of the CSR could not be more important as the professionalism, efficiency and knowledge of the CSR paint a picture of our company in the eyes of the caller.
REPORTS TO: Site Operations Manager
Answer and respond to all telephone and e-mail requests from external customers and internal offices/agents.
Ensure timely and efficient courier service for customers according to on demand requests
Collect and maintain appropriate customer data
Work with customers to ensure that collection 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: Resolve service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
Other duties/tasks as assigned
Excellent verbal communication and problem-solving skills
Interpersonal skills; ability to foster teamwork and motivate/coach others
Knowledge of principles and processes for providing customer service
Computer skills including Microsoft Word, Outlook, Email
Familiar with time zones and military time
Knowledge of local and regional geographical area; accurately and quickly read maps
Decisive under pressure and time constraints
High School diploma/GED; Associates degree or other vocational/technical school training beyond high school is preferred
Flexibility in working hours required. Weekend coverage required in Customer Services
Must be able to pass a pre-employment background check and drug screen