Senior Specialist, Premium Care

Solutions driven success.

XPO is a top ten global provider of transportation services, with a highly integrated network of people, technology and physical assets. At XPO, we look for employees who like a challenge and can communicate effectively in all situations. We want to leverage your skills and years of experience to drive positive results while ensuring a bright future for yourself and XPO. If you're looking for a growth opportunity, join us at XPO. 

As the Senior Customer Service Representative, you'll join our Customer Experience Team to ensure XPO is providing best-in-class service while partnering with our customers. You will be expected to perform trend analysis, proactively identify, and drive resolutions, and be the advocate for the customer. We want to leverage your skills and years of experience to drive positive results while ensuring a bright future for yourself and XPO. If you're looking for a growth opportunity, join us at XPO.

Pay, benefits and more.

We are eager to attract the best, so we offer competitive compensation and a generous benefits package, including full health insurance (medical, dental and vision), 401(k), life insurance, and disability.

What you'll do on a typical day:

• Be the primary escalation point of contact and build long-term relationships with assigned accounts utilizing phone, email, and other channels of communication
• Develop collaborative relationships with the Account Executives of assigned accounts
• Have a thorough understanding of XPO operations to resolve transactional issues and engage operational teams as necessary for assistance on recurring issues that need corrective actions
• Take ownership of customer needs and work internally on behalf of the customer
• Make customer focused decisions using data, processes, and creativity
• Meet and exceed performance expectations in defined areas such as Customer Satisfaction, Quality, Issue Resolution, and Productivity.

What you need to succeed at XPO:

At a minimum, you'll need:

• 2 years of experience in customer service
• Experience with Microsoft Office products such as Word, Excel and Outlook

It'd be great if you also have:

• 1 year of transportation industry experience
• Flexibility to work a variety of shifts, Monday through Friday between 6am-6pm
• Knowledge of and familiarity with commonly used concepts, practices, and procedures related to customer care
• Pleasant and professional communication skills, and phone etiquette
• Ability to identify and help implement continuous improvement opportunities
• Take-charge attitude: capable of taking on the challenges of providing excellent customer care
• Excellent analytical skills including Microsoft Excel experience (pivot tables, v-lookups) 
• Familiarity with CRM technology such as Salesforce

Be part of something big.

We are proud to be an Equal Opportunity/Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, sex, disability, veteran or other protected status.

All applicants who receive a conditional offer of employment may be required to take and pass a pre-employment drug test. 
 

The above statements are not an exhaustive list of all required responsibilities, duties and skills for this job classification.  
 

Review XPO's candidate privacy statement here.