Customer Service Representative III
About The Position
CEVA Logistics is a leading global logistics company with a presence in over 170 countries. They offer a comprehensive range of services including contract logistics, freight forwarding, and transportation management. CEVA emphasizes a culture of Boldness, Imagination, Exemplary, and Excellence, fostering a diverse and inclusive environment for its 110,000 employees. The Customer Service Representative III role involves overseeing high-volume accounts related to the transportation of goods and maintaining client needs. This includes working with clients to establish detailed profiles and procedures that accurately represent their export process, and modeling behavior in accordance with CEVA's guiding principles and core values.
Requirements
- High School Diploma or GED
- Three to five years related experience
- Intermediate proficiency in Microsoft Office, internet, web-based and job specific software applications
- Accurate typing skills and/or data entry skills
- Ability to add, subtract, multiply and divide using units of U.S. currency, weight, volume and distance measurements
- Must be able to read, write and speak English fluently
- Ability to read and interpret documents and write routine correspondence
- Responds promptly and professionally to customer needs
- Gathers and analyzes information skillfully
Nice To Haves
- Three to four years industry experience, preferred
Responsibilities
- Observe and apply latest CEVA Ground & Rail Service Standards and Client Specific SLA based on client SOP/Contract.
- Trace and track customer's freight based on inquiries received from customers or based on agreed reporting requirements daily/weekly/monthly.
- Maintain contact with operations regarding airlines, trucking companies, and agents handling freight, and ensure shippers and consignees are aware of any problems.
- Verify that exceptions and delays are properly noted in systems by operations for shipments that have experienced delays or deviations from SLA.
- Manage customer escalations, accurately noting shipment information and facilitating escalations related to customer delivery or return shipment executions and failures against SLA for resolution.
- Enter shipment data/milestones in systems related to or because of escalation/inquiry by customer, such as changes in shipment details, pickup/delivery locations, or addresses.
- Note additional service requests and associated costs in systems based on customer/operations exchange, ensuring proper email backup for the billing team.
- Obtain missing shipment documentation and paperwork from the customer.
- Update daily/weekly/monthly standard customer reporting as outlined in customer SOPs/SLAs.
- Connect customer inquiries to other departments where ownership resides outside of Customer Service.
- Provide proof of delivery upon request.
- Process pick-up requests and enter data into the system.
- Respond to and handle all daily customer service requests.
- Notify customers of any delays in shipping and dispatching points.
- Enter general shipment data in systems.
- Perform other duties as assigned.
Benefits
- Competitive Paid Time Off
- 401(k)
- Health insurance
- Employee benefits platform with discounts on gym memberships and a diverse range of retail, travel, car and hospitality brands
- Pet insurance
- Comprehensive Health & Dental Benefits
- Professional Development Opportunities
- Continuing Education
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
