Customer Service Specialist

Nastech Consulting•Hauppauge, NY

12d

About The Position

As a Customer Service Specialist, you will provide both front line support to Blume Global’s customers and users as well as initiate outbound calls/email campaigns to help grow Blume’s network. The front-line support role involves resolving customer inquiries accurately and within a timely manner, as well as supporting bi-monthly billing by rectifying any unsolved disputes, charges, etc. for customers. The outbound campaign management role involves explaining to our prospective logistics partners the value of the platform and enlisting them to become a member of the Blume network. You will be successful if you enjoy and want to be a part of... A high performing company and team, with a focus on quality, accuracy, and responsiveness Solving problems and working with customers Helping our customers move millions of shipments a year in more than 120+ countries Working in a team environment with the opportunity for team projects and collaboration Having a voice and participating Managing a variety of support tasks and engaging with the users and customers Working in a globally distributed team with members across Americas, EMEA and APAC

Requirements

Must have experience in SCM Background
Must have experience in TMS
Must have the ability to navigate and use multiple software systems and fields to access data
Must have the exposure to Rail, Ocean or Trucking industry
Must have Excellent communication skills and highly engaging demeanor over the phone
Bachelor's or Associate’s degree from a college or university; or one to two years related experience and/or training; or the equivalent combination of education and experience.
Ability to navigate and use multiple software systems and fields to access data
Strong attention to detail and good organizational skills
Strong analytical, conceptual, and problem-solving abilities
Excellent listening, verbal, and written communication, bi-lingual (English and Spanish speaking preferred).
Self-motivated, team player with a "can-do attitude"
Microsoft Office Suite: Word, Excel, Outlook, PowerPoint

Nice To Haves

Exposure to some type of Transportation or Logistics software is a plus.
Exposure to Rail, Ocean or Trucking industry is a big plus.
Tier 1 or Tier 2 support customer support experience is a big plus.
Recent graduates are welcome to apply

Responsibilities

Front line support for the client all Global products and services – through online ticket help system, chat, email, phone, or face-to-face
Managing outbound campaigns to enlist logistics service providers and transportation providers to be a part of client’s network
Research and resolve customer billing disputes
Draft and send announcements tailored to Client Global’s brand and values regarding updates to the customer base
Ensure your interactions and resolutions align with company SOP’s (standard operating procedures)
System configuration and analysis – update the way the system is configured to meet individual customer needs or analyze and provide recommendations to customers
Policy advocacy – enforce customer program policies
Knowledge management – update the internal and external user knowledge base
Help the product team with product design, and perform beta testing
Training - Onboard new customers and provide training, the clientGlobal system instruction, consulting and coaching
Act as a consultant to our customers and users to teach best practices and make sure they can take full advantage of everything we have to offer
Support implementation efforts around product or service changes - Operate collaboratively to solve internal and external challenges
Act as a data and information detective; digging into and researching customer challenges - Identify support trends, recommend and spearhead process and operational improvements - Identify and raise potential sales and growth opportunities for the sales team