The Contract Logistics Customer Support Representative performs customer-facing work which is largely driven by inbound customer communication—including phone calls, emails, and live chat. This role is responsible for providing world class customer service by answering general questions about our platform and shipping; performing routine tracking and tracing of shipments; troubleshooting minor site and load issues; and escalating larger problems as appropriate. The Contract Logistics Customer Support Representative puts customers first by listening, educating, and resolving issues quickly and efficiently.
DUTIES AND RESPONSIBILITIES
The duties and responsibilities of this position consists of, but are not limited to, the following:
Execution:
* Answers customer calls, chats, and/or emails quickly, addresses all customer questions and concerns
* Notates all calls and actions in appropriate places
* Performs routine tracking and tracing, updating loads as necessary
* Performs corrections or updates to minor load issues
* Provides solutions to site related issues and/or triages issues as necessary
* Escalates larger customer and load issues to appropriate parties/departments
* Follows all department and Company SOP’s
* With a focus on quality and efficiency, executes financial related tasks including invoicing and updating financials
Customer Service:
* Provides exemplary customer service by actively listening to customers, educating consumers, when necessary, effectively identifying solutions, and taking quick actions
* Follows through on customer requests to ensure satisfaction, where applicable invites feedback and seeks suggestions for improvement
* Manages conflict and navigates difficult conversations with the customer using tact and diplomacy
* Performs duties and responsibilities with our customer’s satisfaction as the number one priority
Efficiency:
* Meets or exceeds all identified department metrics and quality assurance standards
* Completes activities with accuracy and compliance to CHR and customer standards
* Understands and utilizes available tools and resources—including seeking help from peers and/or leadership as necessary
* Has ability to work independently with minimal supervision
* Other duties or responsibilities as assigned according to the team and/or country specific requirements
QUALIFICATIONS
Required:
* High School certificate
* Ability to work evenings and/or weekends
Preferred:
* Strong communication and interpersonal skills.
* Basic proficiency in Microsoft Office Suite of programs
* Ability to multi-task and demonstrate attention to detail and accuracy
* Minimum 1 year of customer service experience
* Experience in a warehouse administrative environment
* Certificate 3 in Warehousing and Logistics (or similar)
* 3PL experience advantageous
* Values a diverse and inclusive work environment
Benefits
At C.H. Robinson Oceania, we are a proud Equal Opportunity employer offering flexible work to support a work/life balance along with offering a broad range of career development opportunities. We have an experienced and passionate team who work collaboratively to deliver smarter solutions for our clients. Employees have access to our well regarded, confidential Employee Assistance Program. Our Robinson Cares program allows our employees to give back to the community.