What are the responsibilities and job description for the Customer Service Representative - CSR - PM position at JB Harris Group?
About Us:
JB Harris Logistics LLC is a trusted provider of comprehensive logistics solutions, including third-party logistics (3PL), freight forwarding, and supply chain management. We pride ourselves on delivering exceptional service and innovative solutions to meet the diverse needs of our clients. We are seeking a dedicated and customer-focused Customer Service Representative to join our team and support our commitment to excellence.
Job Summary:
The Customer Service Representative (CSR) is the primary point of contact for clients, ensuring their logistics needs are met with professionalism and efficiency. This role involves managing customer inquiries, coordinating shipments, resolving issues, and maintaining strong relationships with clients. The ideal candidate will have excellent communication skills, a detail-oriented mindset, and the ability to thrive in a fast-paced environment.
**This role is a 3rd shift (OVERNIGHT) Sunday - Thursday 11pm - 8am **
Key Responsibilities:
- Customer Support:
- Respond promptly to customer inquiries via phone, email, and other communication channels.
- Provide accurate information about services, pricing, and shipping timelines.
- Address and resolve customer concerns or escalate issues to appropriate departments as needed.
- Order Management:
- Process customer orders, ensuring accuracy and timely entry into the system.
- Monitor shipments and proactively update customers on delivery status or delays.
- Collaborate with dispatch and operations teams to coordinate logistics and resolve shipment issues.
- Client Relationship Management:
- Build and maintain strong relationships with clients to ensure satisfaction and loyalty.
- Identify opportunities to upsell or cross-sell services to meet customer needs.
- Gather feedback from customers and relay suggestions for service improvements to management.
- Documentation and Reporting:
- Maintain accurate and up-to-date customer records and shipment details.
- Prepare reports on service metrics, customer interactions, and issue resolutions.
- Ensure compliance with company policies and industry regulations in all customer interactions.
- Problem Solving and Issue Resolution:
- Investigate and resolve shipment discrepancies, claims, or other logistical challenges.
- Coordinate with internal teams and external partners to address and resolve customer issues promptly.
- Team Collaboration:
- Work closely with sales, operations, and dispatch teams to ensure seamless service delivery.
- Participate in team meetings and contribute to the continuous improvement of customer service processes.
Qualifications:
- Education: High school diploma or equivalent required; additional training or certifications in customer service or logistics preferred.
- Experience:
- Minimum of 2 years of customer service experience, preferably in the logistics or transportation industry.
- Experience with logistics software and CRM tools is a plus.
- Skills:
- Excellent verbal and written communication skills.
- Strong problem-solving and critical-thinking abilities.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
- Detail-oriented with a commitment to accuracy and efficiency.
Benefits:
- Health, dental, and vision insurance
- Simple IRA with company match
- Paid time off and holidays
- Opportunities for professional development and career advancement
Equal Opportunity Employer:
JB Harris Logistics LLC is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, disability, or veteran status.
