Customer Service Representative
A well known Freight Forwarding/Logistics company is seeking a dedicated Entry level Customer Service Representative for their office in Commerce, CA 90040.
Location: Commerce, CA 90040
Job Type: Full-time, onsite only
Schedule: Mon-Fri, 8:30am-5:30pm
Job Summary: As a vital member of our customer service department, you will play a key role in ensuring the satisfaction and retention of our clients by delivering exceptional service and resolving inquiries related to our logistics operations. The ideal candidate should possess strong communication skills, problem-solving abilities, and a keen attention to detail.
Responsibilities (Subject to change as needed):
- Client Interaction: Engage with clients through various communication channels such as phone, email, and chat. Address their queries, provide information about shipments, and offer assistance with basic logistics-related concerns.
- Order Tracking: Monitor the status of shipments and update clients on delivery timelines and potential delays. Collaborate with senior team members to ensure accurate and up-to-date information is shared with customers.
- Inquiry Resolution: Assist in resolving straightforward customer inquiries and issues related to shipments, order status, and general logistics inquiries. Escalate more complex issues to senior representatives or supervisors as needed.
- Data Entry: Input and maintain accurate customer information, inquiries, and interactions in the company's CRM system. Ensure data integrity and completeness of records.
- Documentation Support: Assist in preparing documentation for shipments, returns, and other logistics processes, following established guidelines and procedures.
- Team Collaboration: Work closely with experienced customer service representatives and cross-functional teams to facilitate smooth communication and effective resolution of customer concerns.
- Training and Learning: Participate in training sessions to develop a solid understanding of the company's logistics processes, services, and customer service best practices.
- Quality Assurance: Participate in quality monitoring and follow-up activities to ensure customer satisfaction. Gather feedback from customers and contribute to process improvement discussions.
- Adherence to Policies: Learn and adhere to company policies, industry regulations, and standard operating procedures relevant to customer service and logistics.
- Professional Development: Take initiative to enhance your knowledge of logistics and customer service concepts, seeking opportunities for growth within the department.
- Bilingual in Spanish is required
- High school diploma or equivalent; post-secondary education is a plus.
- Previous experience in customer service, preferably in a logistics, transportation, or supply chain environment.
- Excellent verbal and written communication skills.
- Strong problem-solving abilities and the capacity to handle challenging situations with patience and professionalism.
- Proficiency in using customer relationship management (CRM) software and Microsoft Office Suite.
- Detail-oriented mindset with the ability to multitask and manage time effectively.
- Strong teamwork and collaboration skills to work seamlessly across different departments.
- Adaptability to evolving processes and a fast-paced work environment.
- Knowledge of logistics terminology, processes, and industry trends is advantageous.
- Empathetic and customer-centric approach to interactions.