Customer Service Agent I

Watchpoint Logistics, Inc.•Burlingame, CA

15h•$23 - $25•Hybrid

About The Position

Customer Service is responsible for delivering a quality customer experience, building customer relationships, and managing process execution for existing Watchpoint customers. Customer Service agents utilize their communication skills and industry knowledge to ensure our customers supply chain runs efficiently. This role will partner with internal resources to ensure the customer’s freight moves as planned and takes actions to resolve exceptions when they occur. As a critical customer contact, the Customer Service Agent resolves issues and drives exceptional service through continuous improvement process and initiatives. This is a hybrid position, must be able to reliably commute to our Burlingame, CA office three days per week Watchpoint Logistics is always looking to connect with talented professionals who are passionate about Customer Service in the Logistics and Transportation industry. While we do not currently have an open position for this role, we anticipate future hiring needs as our team continues to grow. If you’re interested in being considered for upcoming opportunities, we encourage you to join our talent network by submitting your resume.

Requirements

Basic use of computer systems and applications (e.g. MS Office, TMS) as trained/required.
Shows up on time, follows instructions, acknowledges and corrects mistakes.
Meets the needs of customers through positive interactions.
Able to communicate effectively and collaborate with team members to achieve common goals.
Able to receive work instruction in both written and oral formats. Written and verbal communication is completed in a clear and organized manner.
Seeks and incorporates feedback. Uses good judgment and solves problems within assigned scope of responsibility.
Demonstrates accuracy, thoroughness, and efficiency; is detail oriented and conducts work with minimal errors. Meets productivity goals set by management.
High school diploma and minimum 1 year of experience in a customer service role
The usual and customary methods of performing the job's essential functions require the following physical demands: operating a computer, remaining stationary for most of the shift, and occasionally moving about the workspace. The person in this position frequently exchanges information using email and other electronic communication methods and must be able to observe and report on communication received via phone and computer.

Responsibilities

Assist in transportation arrangements determining efficient routing methods
Build and develop relationships with customers to ensure continued partnership
Utilizes their customer service knowledge and experience to proactively update the customer and address questions regarding the status of their shipments
Respond to customers with a sense of urgency to provide an excellent customer experience
Recognize opportunities to provide greater service for our customers and works with internal resources to take action to promote Watchpoint’s value
Leverage Watchpoint’s internal technology platforms to generate reports for presentation to our customers
Navigates CRM and HRIS to locate facility addresses, contact details and organization charts in order to route the customer or vendor to the proper CSR or department.