Contract Logistics Customer Support Representative
4 weeks ago
DUTIES AND RESPONSIBILITIES
The duties and responsibilities of this position consists of, but are not limited to, the following:
Execution:
- Answers customer calls, chats, and/or emails quickly, addresses all customer questions and concerns
- Notates all calls and actions in appropriate places
- Performs routine tracking and tracing, updating loads as necessary
- Performs corrections or updates to minor load issues
- Provides solutions to site related issues and/or triages issues as necessary
- Escalates larger customer and load issues to appropriate parties/departments
- Follows all department and Company SOP’s
- With a focus on quality and efficiency, executes financial related tasks including invoicing and updating financials
- Provides exemplary customer service by actively listening to customers, educating consumers, when necessary, effectively identifying solutions, and taking quick actions
- Follows through on customer requests to ensure satisfaction, where applicable invites feedback and seeks suggestions for improvement
- Manages conflict and navigates difficult conversations with the customer using tact and diplomacy
- Performs duties and responsibilities with our customer’s satisfaction as the number one priority
- Meets or exceeds all identified department metrics and quality assurance standards
- Completes activities with accuracy and compliance to CHR and customer standards
- Understands and utilizes available tools and resources—including seeking help from peers and/or leadership as necessary
- Has ability to work independently with minimal supervision
- Other duties or responsibilities as assigned according to the team and/or country specific requirements
Required:
- High School certificate
- Ability to work evenings and/or weekends
- Strong communication and interpersonal skills.
- Basic proficiency in Microsoft Office Suite of programs
- Ability to multi-task and demonstrate attention to detail and accuracy
- Minimum 1 year of customer service experience
- Experience in a warehouse administrative environment
- Certificate 3 in Warehousing and Logistics (or similar)
- 3PL experience advantageous
- Values a diverse and inclusive work environment
At C.H. Robinson Oceania, we are a proud Equal Opportunity employer offering flexible work to support a work/life balance along with offering a broad range of career development opportunities. We have an experienced and passionate team who work collaboratively to deliver smarter solutions for our clients. Employees have access to our well regarded, confidential Employee Assistance Program. Our Robinson Cares program allows our employees to give back to the community.
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