Job Description
We are looking for a dedicated and customer-focused individual to join our team as a Customer Service and Tracking Representative. In this role, you will be responsible for ensuring that shipments are tracked and delivered on time, meeting our customers' expectations. You will assist in managing the flow of raw materials, works-in-progress, and finished goods, and contribute to improving processes to provide exceptional service.
Key Responsibilities:
Address shipments that fall outside of the standard tracking process in real time, ensuring prompt resolution.
Communicate closely with Customer Service and Dispatch teams to resolve issues with suspect shipments.
Monitor and track shipments to ensure timely pickups and deliveries based on customer specifications.
Manage shipment data in the Transportation System Management database to ensure accuracy.
Troubleshoot and resolve any problems related to shipments.
Respond to customer inquiries via email and phone in a timely manner.
Collaborate with the Operations Supply Chain Compliance Manager to support continuous improvement efforts.
Handle incoming customer emails and web portal entries, ensuring timely updates to the system.
Communicate crucial time-sensitive information efficiently to all relevant parties.
Escalate issues that may impact shipment timelines or cause delays.
Ensure all customer interactions are professional, helpful, and solution-focused.
Adhere to company quality and process procedures in all internal tasks.
Update and follow through with carrier emails and web portal entries regarding tendered shipments.
Ensure adherence to security SOPs related to tracking.
Participate in daily meetings for tracking updates and announcements.
Attend training and required in-person meetings as needed (onsite at headquarters).
Key Skills, Knowledge, and Qualities:
Strong verbal, written, and interpersonal communication skills.
Ability to engage and communicate effectively with people from diverse backgrounds and roles.
A strong customer service orientation and ability to remain professional under pressure.
Detail-oriented with excellent organizational skills and a high level of accuracy.
Proactive problem solver, able to anticipate issues and suggest improvements.
Ability to prioritize tasks, manage time efficiently, and follow up on action items.
Self-motivated with the ability to work independently and manage responsibilities with minimal supervision.
Proficient in basic computer skills, including email and data entry.
Basic mathematical proficiency for daily tasks.
Ability to negotiate and influence others when necessary.
Experience and Education:
High School Diploma or GED required.
1-2 years of experience in the transportation/logistics industry is preferred.
Physical Demands and Work Environment:
Majority of time spent sitting, working on computers and telephones.
This is a work-from-home position.
Employment Type: Full-Time
Salary: $ 16.00 21.00 Per Hour
Job Tags
Hourly pay, Full time, Remote work,