Senior Specialist, Customer Care

XPO Logistics • Fort Worth, TX

274d

About The Position

As a Senior Customer Care Specialist at XPO, you will be responsible for managing customer inquiries and ensuring the timely and accurate processing of shipments. You will follow shipments to and from Mexico, ensuring all documents are correct and that freight crosses the border efficiently. Your role will involve investigating distressed shipments and cargo claims, keeping customers updated throughout the process, and demonstrating empathy while escalating issues as necessary. You will utilize internal systems to understand shipment history, answer questions, and provide information to customers, as well as support customer shipment change requests by engaging appropriate operational teams. Additionally, you will perform system updates to trigger operational behaviors and desired outcomes.

Requirements

• 2 years of related work experience.
• Experience with Microsoft Office (Outlook, Word, PowerPoint and Excel), and other business-related applications.

Nice To Haves

• High school diploma or equivalent work or military experience.
• 3 years of customer service experience.
• 2 years of transportation industry experience.
• Fluent in conversational and written Spanish.
• Available to work a variety of shifts.
• Familiar with CRM technology (e.g. Salesforce.com).
• Able to identify and help implement continuous improvement solutions.
• Able to understand instructions and pre-established guidelines to perform required tasks.

Responsibilities

• Follow shipments to and from Mexico; ensure all documents are correct and the freight crosses the border in a timely manner.
• Investigate distressed shipment and cargo claim concerns using a variety of tools and systems.
• Keep the customer updated throughout the process, demonstrate empathy and escalate issues as needed.
• Use internal systems to understand shipment history, answer questions and provide information to customers.
• Support customer shipment change requests by engaging appropriate operational teams.
• Answer a variety of customer inquiries using information in Edge, Corrections, Looker and other systems.
• Perform system updates to trigger operational behaviors and desired outcomes.

Benefits

• Competitive compensation package.
• Full health insurance benefits available on day one.
• Life and disability insurance.
• Earn up to 13 days of PTO over your first year.
• 9 paid company holidays.
• 401(k) option with company match.
• Education assistance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Truck Transportation
• Education Level: High school or GED