The Customer Service Agent is responsible for
Essential Functions:
- Answer incoming calls and provide excellent customer service to all callers
- Monitor and respond to customer inquiries received through email
- Make outgoing calls to follow-up on shipment status, resolve issues and update customers
- Track, trace, enter and update shipments
- Assist and support delivery teams and the dispatch team as needed
- Master outside customer applications
- Follow published procedures and work instructions and bring modifications to management's attention
- Perform other duties as assigned
SKILLS/COMPETENCIES:
- Excellent oral and written communication and problem-solving skills
- Technological aptitude using the internet and on-line tools
- High energy with the ability to multi-task
- Excellent organizational skills with emphasis on detail
EDUCATION:
- High School or better
EXPERIENCE:
2 years customer service experience
PHYSICAL REQUIREMENTS:
This is a clerical administrative position in a professional office setting. The employee is frequently required to sit, stand, walk, use hands, stoop, bend and reach. Extensive use of a phone and a PC is required.
TRAVEL:
WORK ENVIRONMENT & ADDITIONAL REQUIREMENTS:
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Individuals may perform other duties as assigned including work in other areas to cover absences or relief to equalize peak work periods or otherwise balance the workload. For the NET, exposed to ambient weather conditions
Reviewed and agreed to by:
____________________________________ ________________
Qualifications
Behaviors
Dedicated: Devoted to a task or purpose with loyalty or integrity
Team Player: Works well as a member of a group
Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
Motivations
Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals
Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
Education
High School or better.
Skills
MS Word Novice
Proficiency in written & verbal communication Novice
EXCEL INTERMEDIATE Intermediate
Customer service experience Intermediate
