Customer Experience Specialist

Crossroads Courier • Maryland Heights, MO

11d • $28 - $31 • Onsite

About The Position

Crossroads Courier is seeking a Customer Experience Specialist who thrives in fast-paced environments and is passionate about solving complex problems, improving systems, and delivering exceptional service. In this role, you’ll be the go-to expert for escalated issues and key accounts, while helping mentor the team and drive customer satisfaction.

Requirements

• High school diploma or GED required
• Minimum 3 years of customer service experience
• Prior experience handling escalations or account-level support is strongly preferred.
• Strong skills in organization, communication, and problem-solving.
• Comfortable using tools like Microsoft Excel, Outlook, Teams, SharePoint, and quick to adapt to new software.
• A valid driver’s license and clean driving record
• Professional, courteous, and collaborative attitude in all customer and team interactions.

Nice To Haves

• Bachelor’s degree preferred.
• logistics or delivery environment a plus.
• Familiarity with CRM platforms like Zoho and delivery systems like CXT is helpful.
• flexibility to assist with deliveries when needed.

Responsibilities

• Deliver world-class support for customer escalations and high-priority accounts.
• Investigate and resolve complex service failures, recurring complaints, and delivery issues.
• Coordinate and manage claims and credits within approval guidelines.
• Conduct proactive outreach to customers, gather feedback, and recommend service improvements.
• Attend customer meetings to present service performance and action plans.
• Manage CRM processes, including dispatch reconciliation and Zoho CRM updates.
• Maintain weekly On-Time Performance (OTP) watchlists and lead operational corrections.
• Lead advanced investigations (e.g., timestamp validation, ETA recovery).
• Keep customer records accurate and up to date in CXT.
• Mentor Customer Support Specialists and help maintain quality and process consistency.
• Step in to make occasional deliveries to ensure timely service when necessary.

Benefits

• Medical, Dental, and Vision Insurance
• Paid Time Off (PTO)
• Tuition Reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED