We are seeking a customer Support Representative. The Customer Support Representative serves as the primary point of contact for our customers and final-delivery customers, ensuring compliance with operational requirements, supporting issue resolution, and monitoring performance metrics. This role works closely with operations teams to facilitate communication, improve delivery performance, and maintain service quality standards.
Customer Support
• Serve as the primary contact for customer inquiries regarding delivery status, scheduling, delays, and service concerns.
• Provide accurate and timely updates on delivery appointments and order status.
• Manage inbound and outbound customer communications via phone, email, chat, and other communication channels.
• Address and resolve customer issues with professionalism and empathy.
• Escalate complex customer concerns as necessary.
Delivery Coordination
• Coordinate with delivery teams, dispatch personnel, and vendors to ensure successful deliveries.
• Monitor daily delivery schedules and proactively communicate service disruptions.
• Assist customers with delivery rescheduling requests.
• Track and document delivery exceptions, delays, damages, and service failures.
Issue Resolution
• Investigate delivery-related complaints and service concerns.
• Collaborate with internal teams and vendor partners to identify root causes and implement corrective actions.
• Follow up with customers regarding issue resolution and service recovery efforts.
• Maintain detailed and accurate case documentation.
Vendor and Driver Support
• Communicate operational updates and delivery requirements to vendors and delivery teams.
• Support drivers and vendors in resolving customer service issues in real time.
• Ensure vendor adherence to service standards and company procedures.
• Document and report vendor performance concerns.
Administrative Support
• Enter and maintain accurate information in transportation management systems, CRM platforms, and operational databases.
• Process customer requests, delivery notes, and exception reports.
• Prepare daily, weekly, and monthly operational reports as assigned.
• Maintain compliance with company policies and procedures.
Qualifications
• High school graduate or equivalent; some continued education preferred.
• 2 years of customer service, logistics, transportation, or operations experience.
• Strong organizational and administrative skills.
• Experience working with performance metrics and reporting.
• Proficient with Microsoft Office Suite and operational systems.
• Exceptional customer service and communication skills.
Applications are accepted at the following locations Monday - Friday
1203 SW Military Drive, 78221
9200 Broadway #100, 78217
Principals only. Recruiters, please don't contact this job poster.