Customer Support Specialist

ASM Group Inc.•Medina, MN

1d•Hybrid

About The Position

ASM Group is seeking a motivated and detail-oriented Customer Support Specialist to join our Operations team. In this role, you will build trusted relationships with customers while collaborating with internal teams to solve challenges and ensure shipments move efficiently through our network. You will use ASM's processes and technology platforms to manage orders, resolve issues, and deliver a high-quality customer experience while gaining exposure to account management, sales, and operations.

Requirements

High school diploma or equivalent required.
Proficiency in Microsoft Office products.
Strong organizational, analytical, and problem-solving skills.
Ability to multitask in a fast-paced environment with strong attention to detail.
Excellent verbal and written communication skills.
Ability to work independently and collaboratively within a team environment.
Must be willing to work flexible shifts including evenings, overnights, weekends, and holidays.

Nice To Haves

Associate's or bachelor's degree in Logistics or a related field preferred.
Working knowledge of refrigerated trailers preferred.

Responsibilities

Leverage technology to monitor order statuses and initiate corrective action when exceptions occur (pricing, weights, delivery times, ship quantities, load information, etc.).
Create and manage orders, ensuring accuracy and timely placement.
Execute customer workflows, preferences, and SOPs to create efficient, cost-effective solutions.
Provide ongoing issue resolution through proactive communication with customers and internal teams.
Perform operational tasks as needed to ensure a high-level customer experience.
Communicate with customers, carriers, suppliers, and internal stakeholders to ensure customer needs are met.
Manage conflict and navigate difficult conversations with tact and diplomacy.
Respond promptly to customer inquiries and provide updates related to shipment exceptions.
Identify opportunities to leverage automation and improve operational efficiency.
Ensure quality execution, identify issues, and implement solutions that support customer satisfaction.
Support business growth by understanding commitments, listening to customer needs, and applying operational expertise.
Learn and apply best practices to improve consistency and efficiency across the network.