Job Description
Description
Position Overview:
We are seeking a highly motivated and customer-focused individual to join our team as a Customer Support Representative with a strong background in logistics. The ideal candidate will play a crucial role in ensuring smooth communication and coordination between our customers, logistics teams, and other departments, ensuring customer satisfaction and timely delivery of services. This role requires a combination of problem-solving skills, logistical knowledge, and exceptional communication to support our customers in navigating their logistics-related inquiries.
Customer Support:
Serve as the first point of contact for customer inquiries, providing timely and accurate information related to logistics, shipments, and deliveries.
Address customer concerns, resolve issues, and provide solutions related to order status, delivery times, inventory availability, and other logistics concerns.
Ensure high-quality customer service by responding to inquiries via phone, email, or live chat in a professional and courteous manner.
Maintain a detailed record of customer interactions and transactions using the company’s CRM or ticketing system.
Logistics Coordination:
Collaborate with the logistics and supply chain teams to track shipments, resolve delays, and update customers on the status of their orders.
Assist customers in understanding shipping processes, transit times, and any potential complications related to logistics.
Provide accurate delivery estimates and communicate any delays or changes to delivery schedules proactively.
Problem Resolution:
Investigate and resolve delivery issues, including damaged goods, missed shipments, or incorrect orders.
Escalate complex logistical issues to appropriate teams or management as needed while maintaining customer satisfaction throughout the process.
Work with the logistics team to facilitate returns, exchanges, or special requests in compliance with company policies.
Order Management & Documentation:
Ensure accurate order processing, including shipping addresses, order quantities, and shipping instructions.
Help maintain accurate records of shipment status, tracking information, and customer preferences in the system.
Liaise with warehouses or distribution centers to verify inventory levels and delivery timelines.
Collaboration & Reporting:
Collaborate cross-functionally with the logistics, sales, and operations teams to ensure seamless order fulfillment.
Provide feedback to improve the logistics process, customer experience, and overall operations.
Assist in generating reports on customer service metrics, delivery performance, and product-related issues.
Working conditions:
Working schedule: Monday to Friday 8-5pm CST
Competitive Salary in USD
Remote or office mode of work
10+ business days of paid time off
Team building and corporate events
Equipment provided
A supportive team
Hybrid mode of work eligibility
Requirements
Required Qualifications
2+ years of experience in customer service, logistics or transportation.
Upper-intermediate level of English is a MUST
Strong organizational skills
Excellent verbal and written communication abilities
Proficiency with logistics management software
Ability to multitask in a fast-paced environment
Clear and confident communication both verbal and written
Extreme detail-orientation
Experience with conflict resolution
