Schedule: Sat–Mon, 7:00 AM – 7:00 PM (occasional option to work Fridays)
Training Schedule: Mon–Fri, 8:00 AM – 5:00 PM (minimum of 3 weeks)
Work Location: 100% On-Site
Summary
The Customer Service Associate (CSA) is responsible for managing relationships between carriers, customers, and the sales team for assigned accounts. This includes gaining an in-depth understanding of customer organizations, product needs, processes, and procedures, and working closely with the sales team to deliver exceptional customer service.
Responsibilities
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Serve as the primary contact between the supply chain team and assigned external customers.
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Manage all aspects of customer relationships, including reviewing and promptly resolving incoming email requests.
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Build and maintain strong relationships with key internal and external contacts.
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Utilize multiple dispatch and scheduling systems (e.g., TES, LME, Four Kites, OTR, Retailix, Retail Link, UNFI, One Network) to resolve operational issues.
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Maintain knowledge of company policies, procedures, software applications, and customer organizational structures.
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Identify cost-effective solutions to meet customer needs while optimizing operational efficiency.
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Implement problem-solving strategies to address and resolve issues affecting delivery timelines and customer satisfaction.
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Represent the company professionally in all customer interactions.
Requirements
Education:
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Bachelor's degree or equivalent work experience in customer service or transportation/logistics.
Experience:
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Customer service experience beyond call center work required.
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Dispatch experience in transportation/logistics is a plus.
Skills:
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Proficiency with Microsoft Office applications.
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High-volume email handling (up to or exceeding 300 emails per day).
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Strong written, verbal, and interpersonal communication skills.
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Conflict management, negotiation, and problem-solving skills.
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Ability to multi-task effectively and maintain a positive attitude.
Additional Information:
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Supervisory Responsibilities: None
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Travel: None