Address
SalaryCustomer Service Representative
Remote
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, IC business partners, 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/IC business partners 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.
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: Excel, Outlook, Teams
- Good navigational skills
- Analytical thinker and problem solver
American Expediting is an equal opportunity employer. In accordance with applicable law, American Expediting prohibits discrimination based on any legally recognized basis, including but not limited to race, color, religion, creed, gender, sex, gender identity, sexual orientation, age, national origin or ancestry, citizenship status, physical or mental disability, genetic information, veteran status, uniformed service member status, or any other basis protected by federal, state or local laws. American Expediting’s commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, independent contractors, vendors and customers.
