Customer Service Representative (CSR)

Courier Connection•Brookhaven, GA

4d•Onsite

About The Position

The Customer Service Representative (CSR) is responsible for providing outstanding customer service and operational support within a fast-paced courier and same-day delivery environment. This role serves as a primary point of contact for customers while working closely with dispatch, drivers, and internal teams to ensure accurate communication, timely deliveries, and high levels of customer satisfaction. The CSR handles high-volume inbound calls, processes delivery orders, provides real-time delivery updates, resolves service issues, and supports dispatch operations during peak periods. Success in this role requires strong communication skills, attention to detail, and the ability to multitask effectively in a time-sensitive environment. Currently Hiring for Multiple Shifts: 6:00 AM – 2:00 PM 9:00 AM – 5:00 PM

Requirements

Previous customer service experience required; courier, logistics, transportation, or call center experience preferred.
Ability to manage high call volumes while maintaining accuracy and professionalism.
Strong verbal and written communication skills.
Ability to multitask, prioritize, and remain calm under pressure in a fast-paced environment.
Strong problem-solving and conflict-resolution skills.
Proficiency with computer systems, order-entry platforms, and customer service tools.
Team-oriented mindset with the ability to work effectively with dispatch, drivers, and internal teams.

Responsibilities

Answer high-volume inbound calls and respond promptly and professionally to customer inquiries regarding courier services, delivery status, ETAs, new orders, and service complaints.
Accurately process new delivery orders and changes to existing orders using company systems.
Communicate with dispatch and drivers to coordinate deliveries, relay customer requests, and support real-time operational needs.
Provide customers with timely delivery updates, including ETA changes and notification of late or delayed deliveries.
Research customer issues and collaborate with operations, dispatch, customer service, and sales teams to ensure prompt resolution.
Maintain clear and open communication with customer service staff, dispatch staff, and account executives to meet customer expectations and address issues quickly and effectively.
Deliver individualized, high-standard professional customer service that supports customer satisfaction and retention.
Build customer interest in the company’s courier and same-day delivery services when appropriate.
Capture and communicate customer feedback and service concerns to internal teams to improve service quality and customer experience.
Provide timely feedback to management regarding service failures, operational challenges, or recurring customer concerns.
Assist dispatch and the Dispatch Manager with administrative tasks, reporting, and peak-hour operational support as needed.
Maintain proficiency in courier software, call-handling systems, and standard office equipment.
Communicate with customers via telephone, email, or fax as appropriate.
Accurately document customer interactions, service issues, and order details.
Perform other duties as assigned to support operational efficiency and customer satisfaction.