Customer Support Specialist

Customer Service Representative - Shipment Tracking

Location: Ontario, CA

We are dedicated to providing exceptional customer service to ensure that our clients' needs are met promptly and effectively. We’re looking for a customer-focused individual to join our team as a Customer Service Representative tracking and following up on shipments.

Job Description:

As a Customer Service Representative specializing in Shipment Tracking, you will play a key role in ensuring customers receive accurate, up-to-date information regarding their shipments. You will work closely with our logistics team and directly interact with customers to resolve shipment-related inquiries.

Responsibilities:

• Respond promptly to customer inquiries via phone, email, or chat regarding shipment status.
• Track and trace shipments, providing accurate delivery updates and resolving tracking issues.
• Handle customer complaints or issues related to shipping delays, damaged goods, and lost shipments.
• Liaise with shipping carriers to address discrepancies or delays in delivery.
• Ensure customer satisfaction by delivering clear and timely communication.
• Maintain detailed records of customer interactions and shipment statuses.
• Escalate complex issues to appropriate departments when necessary.
• Follow up with customers to confirm delivery or resolve any outstanding issues.

Qualifications:

• High school diploma or equivalent; additional education or certification in logistics is a plus.
• Previous experience in customer service, preferably in logistics, shipping, or e-commerce.
• Strong knowledge of shipment tracking systems and tools.
• Excellent communication skills, both written and verbal.
• Ability to handle multiple inquiries simultaneously and stay organized.
• Detail-oriented with strong problem-solving abilities.
• Ability to remain calm and professional in stressful situations.
• Proficient in Microsoft Office and basic CRM software.