Customer Service Associate

3 weeks ago

Springdale, United States MASHPOINT LLC Full time
Job DescriptionJob Description

Job Title: Customer Service Associate - 1st Shift

Job Location: Springdale, AR 72762

Duration: 6+ Months (Possibility of extension)

Pay: $22/hr

Schedule: 1st shift Sun-Thurs 07:00 AM - 04:00 PM. Additional weekend days as needed. Training will be Mon-Fri 8:00 AM 5:00 PM, with potential additional training on Sat/Sun to coordinate with off-shift staff.

Summary: The Customer Service Associate (CSA) is responsible for managing the relationships between carriers, customers, and sales groups for assigned accounts. This role involves becoming well-versed in the customer's organization, product needs, processes, and procedures, and working closely with the Sales team to deliver the highest level of customer service.

Job Responsibilities:

  • Serve as the primary contact between the Client Supply Chain and assigned external customers.
  • Analyze incoming emails and determine prompt resolutions.
  • Establish and maintain positive, effective relationships with key internal contacts.
  • Utilize several dispatch systems (TES, LME, FOUR KITES, OTR) and external scheduling systems (RETAILIX, RETAIL LINK, UNFI, ONE NETWORK, etc.) to problem-solve for all business units.
  • Maintain knowledge of internal Client policies, procedures, and software applications.
  • Maintain knowledge of external customers' organizational structures, procedures, and other pertinent information.
  • Use available resources to identify the most cost-effective solutions to service the needs of the Client and the customer.
  • Identify and implement creative solutions to resolve issues that negatively impact any aspect of the delivery process, positively representing Clients and ensuring accurate delivery of products to external customers.

Requirements:

Education:

  • Bachelor's degree or equivalent work experience in transportation or logistics.
  • Experience as a Dispatcher, Transportation Associate, or Operations Associate preferred.

Experience:

  • 1-3 years of business experience in transportation or logistics, not just regular customer service.

Computer Skills:

  • Proficiency with MS Office applications required.
  • Ability to handle a high volume of business conducted via email, potentially exceeding 300 emails per day.

Communication Skills:

  • Strong written, oral, and interpersonal skills.
  • Conflict management skills.
  • Ability to multi-task.
  • Positive attitude.
  • Problem-solving skills.
  • Negotiation skills.

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