Responds to customer inquiries by telephone, e-mail, or chat to provide non-technical problem resolution.
Requirements
High School diploma or equivalent
Must be confident, team-oriented person, and enjoy working in a fast-paced environment
Excellent verbal and written communication skills
Must have thorough knowledge of specific account SOPs and KPIs
4+ years freight forwarding experience
Nice To Haves
Intermediate to advanced level of experience with Excel
Strong problem-solving and decision-making ability
Self-managed and highly motivated
Displays integrity, reliability, empathy, and a strong work ethic
Results-oriented; Display sense of urgency
Proficient in routing, costing, rating, and tracking
Bachelor's degree
Responsibilities
Resolves problems and communicates solutions or requested information to the customer.
Analyzes a customer's service needs and coordinates with other service or technical departments to develop and deliver an appropriate solution for each customer.
Develops and maintains a deep understanding of the organization and services offered to resolve more complex inquiries.
Uses a customer relationship application or database to record activities and research product information.
Comply with the requirements of the company’s Quality Management System.