Customer Relations and Client Services

Accountabilities & Essential Functions

• Handling of incoming calls from clients and consignees regarding their concerns and/or issues.
• Track orders across the agent network.
• Assist with delivery-specific issues; assist consignees with status and other information, reach out to clients regarding refusals, cancellations, incorrect contact info and other delivery related requests.
• Handle paperwork; send appropriate paperwork to delivery partners and request/follow up on PODs
• Request quotes from delivery partners / provide quotes to clients.
• Enter orders into the system.
• Handle and trouble shoot issues before they escalate to a higher level.
• Maintain the Customer Service follow-up list to ensure that issues are being resolved to the shipper/consignee’s satisfaction.
• Serve clients by resolving product and service problems when applicable.
• Assists clients and consignees by answering questions and responding to requests in a timely manner; respond to and follow up on client/consignee emails.
• Work closely with dispatch, warehouse & scheduling departments.

Knowledge, Skills & Abilities

• Able to manage difficult or emotional customer situations.
• Excellent knowledge of customer service practices and procedures.
• Proven telephone and communication skills.
• Knowledge and understanding of all internal policies and procedures.
• Ability to remain detail oriented while multi-tasking.
• Knowledge of computer operations utilizing Microsoft products.

Problem Solving & Decision Making

• Ability to focus on solving conflicts.
• Displays willingness to make decisions.
• Able to work in a fast-paced environment.
• Willingness to get the job done.

Attributes & Competencies

• Demonstrates persistence and overcomes obstacles.
• Self-motivated and directed.
• Excellent communication and interpersonal skills.
• Customer focus and the desire to meet customer expectations.
• Professionalism.