Job Description
Purpose of the Job
As a Senior Customer Service Representative, you will play a vital role in ensuring a seamless customer experience. You will oversee customer inquiries, provide expert support, and handle complex issues related to shipping and logistics.
Job Description
Customer Interaction:
- Serve as the primary point of contact for customer inquiries via phone, email, and chat.
- Provide detailed information regarding shipping services, rates, and transit times.
Issue Resolution:
- Handle and resolve escalated customer issues and complaints in a timely manner.
- Coordinate with various departments to ensure customer satisfaction.
Order Management:
- Monitor and manage customer orders, including tracking shipments and updating customers on status.
- Assist with any necessary changes to shipments, including cancellations or reroutes.
Team Leadership:
- Train and mentor junior customer service staff, fostering a collaborative team environment.
- Assist in developing customer service protocols and best practices.
Performance Metrics:
- Track and analyze customer service metrics to identify areas for improvement.
- Prepare reports on customer feedback and service performance.
Customer Relationship Management:
- Build and maintain strong relationships with key customers to enhance retention and satisfaction.
- Conduct follow-ups to ensure ongoing customer satisfaction.
Documentation:
- Ensure all customer interactions and transactions are accurately documented.
Job Responsibilities - Experience and Education
Job Requirements:
- 2+ years of experience in customer service, preferably in shipping or logistics.
- Experience in Express product.
- Strong problem-solving skills and the ability to manage multiple tasks.
- Excellent communication and interpersonal skills.
- Proficiency in customer service software and Microsoft Office Suite.
- Ability to work independently and as part of a team.
Leadership Behaviors
Building Outstanding Teams
Setting a clear direction
Simplification
Collaborate & break silos
Execution & Accountability
Growth mindset
Innovation
Inclusion
External focus
Skills
