Customer Service Representative

1 month ago

Honolulu, Hawaii, United States Xpress Trucking & Logistics, Inc. Full time
Job Summary

Xpress Trucking & Logistics, Inc. is seeking a highly skilled and customer-focused Inter-Island Freight Customer Service Representative to join our team. As a key member of our customer service team, you will be responsible for providing exceptional service to our customers, resolving issues efficiently, and maintaining strong relationships with our clients.

Key Responsibilities
  • Respond promptly and professionally to customer inquiries via phone, email, or in-person regarding freight shipments between islands.
  • Provide accurate and timely information regarding shipment status, delivery schedules, and any delays or issues that may arise.
  • Assist customers in resolving concerns, complaints, or discrepancies related to their shipments.
  • Receive and process freight orders, ensuring all necessary documentation is completed accurately.
  • Coordinate with internal teams to schedule pickups, deliveries, and transfers between islands.
  • Track shipments throughout the entire transit process and provide regular updates to customers as needed.
  • Invoice and maintain accurate records of all customer interactions, transactions, and shipment details.
  • Ensure compliance with regulatory requirements by verifying and completing necessary paperwork for each shipment.
  • Assist in the preparation of shipping documents, including bills of lading, customs forms, and invoices.
  • Investigate and resolve any issues or discrepancies related to shipments, including missing or damaged goods, incorrect addresses, or delivery delays.
  • Collaborate with internal departments, such as operations and logistics, to address customer concerns and ensure timely resolution of problems.
  • Escalate complex issues to the appropriate management level for further assistance and resolution.
  • Build and maintain positive relationships with customers by providing exceptional service and support.
  • Proactively communicate with customers to anticipate their needs, address any potential issues, and ensure overall satisfaction with our services.
  • Identify opportunities to enhance customer experience and provide feedback to management for process improvement.
Requirements and Qualifications
  • Experience in freight operations, logistics, or a related field is a plus.
  • Ability to adapt to a fast-paced and dynamic work environment.
  • Strong understanding of transportation management systems and logistics software.
  • Excellent leadership and team management skills.
  • Effective communication and negotiation abilities.
  • Knowledge of relevant industry regulations and compliance standards.
Physical Demands
  • Sit for long periods of time.
  • Use of office equipment such as phone, computer, scan/fax/print.
  • Interact with peers and customers in person and via technology.
  • Some push/pull/lift/carry as needed.
  • Willingness to work flexible hours as needed.

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