Key skills
cargoCommunicationCritical ThinkingTime Management
About this role
Role Overview
- Answer incoming calls and customer service emails within the allotted KPIs ensuring customers receive tier 1 level customer service
- Provide updates on shipments using relevant rail and terminal websites to provide accurate information to our customers
- Liaison between external and internal customers for issue resolution
- Update tracking reports, assist in problem resolution including damaged cargo, lost containers, etc.
- Conduct a root cause analysis to find out what caused the customer's problem and coordinate a prompt recovery response
- Seek and attend training opportunities to grow
Requirements
- 1-3 years of experience in customer service
- Basic understanding of U.S. and world geography
- Working knowledge of international shipping preferred
- Exceptional customer service skills
- Excellent verbal and written communication and interpersonal skills
- Strong organization & time management abilities
- Ability to multitask and handle a fast-paced working environment
- High level of analytical, problem-solving, critical thinking abilities
Benefits
- Performance-based bonuses
- Comprehensive benefits, including health insurance, retirement plans, tuition repayment and paid time off
- Professional development opportunities