Customer Resolution & Logistics Coordinator

Hirsh Industries Inc•West Des Moines, IA

42d

About The Position

The Customer Resolution & Logistics Coordinator is responsible for handling escalated customer cases, providing advanced problem resolution, and ensuring customer satisfaction. This role requires a keen ability to analyze complex situations, devise effective solutions, and implement preventive measures to avoid future issues. The ideal candidate is a proactive thinker, an excellent communicator, and passionate about delivering exceptional customer experiences.

Requirements

Proven experience in a customer service role, preferably with experience managing escalated cases.
Strong problem-solving and analytical skills with the ability to create preventive strategies.
Excellent verbal and written communication skills.
Ability to remain calm and professional in high-pressure situations.
Strong attention to detail and ability to multi-task effectively.
Ability to work independently and as part of a team.
Bachelor’s degree or equivalent work experience in customer service, business administration, or a related field.
Minimum of 3 years in a customer service or problem resolution role, with at least 1 year handling escalations.
Proficiency in Microsoft Office applications, including Outlook, Excel, and Word.

Nice To Haves

Experience with Salesforce, SAP & transportation management software is a plus.

Responsibilities

Manage escalated customer service inquiries and complaints, providing quick, effective solutions while maintaining high customer satisfaction.
Analyze complex customer cases to identify root causes and develop comprehensive resolutions.
Prepare and deliver accurate freight quotes, ensuring all shipping and handling costs are properly accounted for to support cost-effective logistic decisions.
Collaborate closely with carriers to troubleshoot and resolve transportation challenges, ensuring seamless order flow and adherence to routing and delivery standards.
Engage with cross-functional teams to ensure smooth resolution of customer problems and implement necessary changes.
Proactively identify patterns in customer complaints or feedback to suggest and implement preventive measures.
Provide detailed case documentation, ensuring transparency and clear communication throughout the resolution process.
Review and update customer service protocols and guidelines to prevent recurring issues.
Serve as a mentor and resource for junior customer service representatives.
Routinely update select customer reports with current data, verifying accuracy and completeness, and communicate insights or changes as needed.
Report on trends, common issues, and feedback to management, offering recommendations for process improvements.
Maintain up-to-date knowledge of the company’s products, services, and policies to provide accurate support.