SHIPPER SUPPORT REPRESENTATIVE

General Logistics Systems US, Inc.•Mesa, AZ

18m

About The Position

About GLS: GLS Group is one of the largest parcel services providers in Europe, with a strong local presence in almost all countries across the continent. It also operates through wholly owned subsidiaries in Canada and on the USA’s West Coast within one GLS network. This allows GLS to seamlessly connect its customers and communities with millions of parcels and stories every day. GLS’ network connects its markets with high velocity and flexibility to respond to their fast-changing and dynamic nature. The company provides high quality service tailored to its customers’ needs across more than 50 countries. The GLS network consists of over 120 hubs and more than 1,600 depots, supported by more than 36,700 vans, light vehicles and walkers, and 6,400 trucks. This offers network resilience, superior flexibility, and extended reach. In 2024/25, GLS generated record revenues of 5.9 billion euros and delivered 926 million parcels across the markets. For more information, visit www.gls-group.com. The Shipper Support Representative will take part in supporting shippers over our different forms of communication. This includes assisting shippers via chat, email, or phone. The Shipper Support Representative will assist customers with operating or procedural questions with our applications, products, or services.

Requirements

High School diploma or general education degree (GED)or one to three months related experience and/or training or equivalent combination of education and experience.
To perform this job successfully, and individual must be able to perform each essential duty satisfactorily.
An individual must also be willing to follow instructions and accept supervision, maintain a positive attitude towards their work and cooperate with co-workers and supervisors.
The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must be able to lift 75 lbs.
Must be at least 18 years of age.
Excellent verbal and written professional communication skills
Excellent telephone personality skills
Highly energetic, motivated self-starter
Decision making, problem resolution, and creative thinking skills
Proficient with Microsoft Office (Excel, Outlook, Word)
Demonstrated ability to be organized take initiative, and follow up independently
Meet attendance schedule with dependability and consistency
Detail oriented
Demonstrated track record of customer service call center experience
Familiarity with software applications Salesforce and TalkDesk

Responsibilities

Assist shippers though any GLS related form of communication (chat/email/phone)
Foster and maintain a positive work environment for all teams
Always promote a “customer first” environment
Assist customers with service questions, tracking deliveries and pick-ups, scheduling pick-ups and resolving complaints
Verify suggested solutions effectively resolve the customer’s concern through verbal or email feedback
Provide professional support and ensure customer satisfaction
Customer interactions must be handled with diplomacy and tact
Offer customers pricing/services that align with their shipping needs
Meet established standard of handling customer interactions in a high level of customer service
Recommend and submit requests for account changes within standard operating procedures