Customer Support Representative (with Logistics Experience)

Description

Summary: Seeking a customer-focused Customer Support Representative with logistics expertise to ensure smooth communication, coordination, and customer satisfaction for logistics-related inquiries. Highlights: 1. Serve as the first point of contact for customer logistics inquiries 2. Collaborate cross-functionally to ensure seamless order fulfillment 3. Investigate and resolve delivery issues **Position Overview:** We are seeking a highly motivated and customer\-focused individual to join our team as a **Customer Support Representative** with a strong background in logistics. The ideal candidate will play a crucial role in ensuring smooth communication and coordination between our customers, logistics teams, and other departments, ensuring customer satisfaction and timely delivery of services. This role requires a combination of problem\-solving skills, logistical knowledge, and exceptional communication to support our customers in navigating their logistics\-related inquiries. * **Customer Support:** + Serve as the first point of contact for customer inquiries, providing timely and accurate information related to logistics, shipments, and deliveries. + Address customer concerns, resolve issues, and provide solutions related to order status, delivery times, inventory availability, and other logistics concerns. + Ensure high\-quality customer service by responding to inquiries via phone, email, or live chat in a professional and courteous manner. + Maintain a detailed record of customer interactions and transactions using the company’s CRM or ticketing system. * **Logistics Coordination:** + Collaborate with the logistics and supply chain teams to track shipments, resolve delays, and update customers on the status of their orders. + Assist customers in understanding shipping processes, transit times, and any potential complications related to logistics. + Provide accurate delivery estimates and communicate any delays or changes to delivery schedules proactively. * **Problem Resolution:** + Investigate and resolve delivery issues, including damaged goods, missed shipments, or incorrect orders. + Escalate complex logistical issues to appropriate teams or management as needed while maintaining customer satisfaction throughout the process. + Work with the logistics team to facilitate returns, exchanges, or special requests in compliance with company policies. * **Order Management \& Documentation:** + Ensure accurate order processing, including shipping addresses, order quantities, and shipping instructions. + Help maintain accurate records of shipment status, tracking information, and customer preferences in the system. + Liaise with warehouses or distribution centers to verify inventory levels and delivery timelines. * **Collaboration \& Reporting:** + Collaborate cross\-functionally with the logistics, sales, and operations teams to ensure seamless order fulfillment. + Provide feedback to improve the logistics process, customer experience, and overall operations. + Assist in generating reports on customer service metrics, delivery performance, and product\-related issues. **Working conditions:** * Working schedule: **Monday to Friday 8\-5pm CST** * Competitive Salary in USD * **Remote or office mode of work** * 10\+ business days of paid time off * Team building and corporate events * Equipment provided * A supportive team * Hybrid mode of work eligibility **Required Qualifications** * 2\+ years of experience in customer service, logistics or transportation. * Upper\-intermediate level of English is a MUST * Strong organizational skills * Excellent verbal and written communication abilities * Proficiency with logistics management software * Ability to multitask in a fast\-paced environment * Clear and confident communication both verbal and written * Extreme detail\-orientation * Experience with conflict resolution