Entry Level Customer Service Associate - Logistics

Customer Service Associate

Work Hours: Mon-Fri, 8:30am–5:15pm includes a 45 minute lunch break (minimum 30 minute lunch break)

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.

Responsibilities

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 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 duties as assigned.

Qualifications and Skills

• High school diploma or equivalent required.
• Associate's degree or some college coursework in Business Administration, Communications, or a related field preferred.
• Basic knowledge of logistics operations or international shipping.
• Familiarity with logistics software or data entry systems is a plus.
• Previous customer service experience is 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 with office software.
• Willingness to learn new things.
• Ability to work independently and as part of a team.
• Must be able to lift up to 30 lbs.