They will be responsible for monitoring dedicated customer slot channels, handling email exchanges, and using the WMS (Warehouse Management Software). The Customer Care Associate will also track the helpdesk ticketing system, oversee calls, Slack channels, and emails. They will ensure that SLAs and KPIs are achieved within the required timelines and that all client queries and complaints are resolved quickly.
Job Responsibilities:
- Act as the main point of contact for assigned accounts.
- Successfully onboard new clients
- Determine standard operating procedures with clients and work to provide solutions that fit their needs.
- Accurately enter customer orders into the order fulfillment management system
- Communicate via phone and email with contracted carriers to coordinate LTL and FTL freight inbound and outbound.
- Proactively investigate issues that arise and working with team members to provide solutions to include issues surrounding packaging, shipping, and inventory control
- Create pickup and delivery appointments via phone and email.
- Receive and approve proposals for LTF and FTF freight.
- Retain client base.
Qualifications and Skills:
- At least 2 years of experience in a customer service role or call center environment is preferred.
- Ability to work flexible hours, including evenings and weekends if necessary.
- Excellent communication (both verbal and written) and interpersonal skills.
- Strong problem-solving abilities and conflict-resolution skills.
- Ability to multitask and manage time effectively.
- Familiarity with CRM software and customer service platforms is a plus.
