Customer Service Representative at American Expediting

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Full Time

Start Date

Immediate

Expiry Date

15 Jul, 26

Salary

17.0

Posted On

17 Apr, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Problem Solving, Communication, Logistics, Data Entry, Microsoft Office, Outlook, Microsoft Teams, Time Management, Analytical Thinking, Call Center Operations, Urgency, Conflict Resolution, Attention To Detail, Computer Proficiency

Industry

Logistics;Transportation;Supply Chain and Storage

Description

Customer Service Representative Remote Availability: This role supports a 24/7 call center environment. Candidates must be willing and able to work flexible hours, including nights, weekends, and holidays, as needed. ABOUT THE COMPANY: American Expediting provides on-demand transportation services for healthcare and mission-critical industries. Our people are smart, creative problem-solvers dedicated to crafting custom transportation solutions. Our reputation for excellence is hard-earned, with 99.3% on-time delivery performance for on-demand and scheduled, time-critical shipments. Our focus on continuous innovation means we're always ready to meet the ever-evolving needs of our customers. POSITION SUMMARY: The Customer Service Representative (CSR) provides specialized service to critical customers and design logistics solutions at their request. Most often this is to place a request for a new transportation service that will be delivered on demand within a few hours, other times it is to update the customer on the status of an existing task or to make changes to a task in progress. Additionally, the CSR may interact with dispatchers to engage transportation service providers and outside vendors as required to ensure customer needs are fulfilled. REPORTS TO: Customer Service Supervisor RESPONSIBILITIES: * Present a positive and professional face to customers, drivers, and other employees of American Expediting * Answer and respond to all assigned inbound calls and email and chat requests from customers, drivers, and/or other American Expediting employees * Ensure timely and efficient service for customers according to on demand requests * Follow the approved process/SOP for responding to customer inquiries and handling issues; answer questions and ensure customers/drivers understand and are satisfied with the responses * Promote and sell American Expediting products and services as needed * Leverage American Expediting systems to develop price quotes, provide rates as well as review and update shipment information; add relevant notes to accounts/shipments as needed * Work with customers to ensure that shipment requirements are met and that they are always kept informed during the process to ensure visibility * Confer with customers or supervising personnel to address questions, problems, and requests for service * Handle customer complaints and follow appropriate escalation procedures when necessary * Resolve service problems by clarifying the customer’s complaint, determining the cause of the issue, selecting and explaining the best solution to the problem, and expediting correction/adjustment and follow-up to ensure resolution * Act as a subject matter expert for peer side-by-side coaching and training as needed MINIMUM QUALIFICATIONS: * High School diploma or equivalent * General computer proficiency * Ability to speak clearly and respond to customers with accuracy * General ability to type and create professionally written replies quickly and with accuracy * Flexibility in working hours required. Weekend and overnight shifts are available. * Ability to be flexible regarding shift changes in an environment that is operating 24/7/365 is required. PREFERRED EXPERIENCE: * Healthcare or related industry experience * Logistics or expediting knowledge * Relevant previous call center experience with at least 2 years successful work experience * Familiar with time zones, military time KNOWLEDGE, SKILLS, AND ABILITIES: * Excellent verbal communication and problem-solving skills * Excellent written business communication skills * Customer focused and solutions oriented * Ability to work with a sense of urgency * Knowledge of principles and processes for providing customer service * Computer skills including Microsoft Office, Outlook, Teams * Good navigational skills * Analytical thinker and problem solver Pay Range for the position is up to $17/hr (depending on experience). This role is eligible for our Career Progression Ladder where, you'll gain the skills and opportunities to advance—and with every step forward comes increased responsibilities, new challenges, and a higher earning potential. American Expediting is an equal opportunity employer. In accordance with applicable law, American Expediting prohibits discrimination based on any legally recognized basis, including but not limited to race, color, religion, creed, gender, sex, gender identity, sexual orientation, age, national origin or ancestry, citizenship status, physical or mental disability, genetic information, veteran status, uniformed service member status, or any other basis protected by federal, state or local laws. American Expediting’s commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, vendors and customers. To learn more about the benefits we provide to support our employees, visit www.americanexpediting.com/careers.

Responsibilities

The Customer Service Representative manages inbound customer inquiries, provides logistics solutions, and coordinates with dispatchers to ensure timely transportation services. They are responsible for resolving service issues, maintaining accurate shipment records, and providing professional support to customers and drivers.