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Client Support Specialist

2 months ago

Schaumburg, Illinois, United States Fastmore Full time

Position Title: Client Support Specialist

Job Objective:

The Client Support Specialist is essential in assisting the Account Manager to surpass client expectations by addressing concerns, accurately entering orders into the Fastmore TMS, and collaborating with the Fastmore team to troubleshoot various tasks.

Primary Responsibilities:

  • Coordinate appointments and enter load details in accordance with departmental workflows and client specifications.
  • Identify, evaluate, and resolve client issues during standard business hours and as necessary.
  • Engage in clear, direct, and timely communication with clients and colleagues through various channels including instant messaging, emails, phone calls, video conferences, and face-to-face interactions.
  • Foster relationships and deliver exceptional client service.

Data Integrity and Quality:

Consistently maintains data accuracy and adheres to activity timelines, quality standards, and performance objectives.

Adheres to established processes and protocols in service workflows, ensuring proper documentation of client interactions, taking necessary actions, and following up as required.

Utilizes internal resources for defined processes to guarantee efficiency and consistency in execution.

Team Collaboration and Professional Development:

Engages in personal growth by participating in training sessions, workshops, and webinars to enhance skills and knowledge.

Contributes feedback and shares insights during team meetings.

Proposes improvements to business processes to enhance efficiency within the role.

Builds effective working relationships with internal teams (Leadership, Business Development, Account Managers, Carrier Sales), clients, and carriers.

Job Qualifications:

Associate's Degree or two years of relevant experience in the customer service sector.

Willingness to address client escalations outside of standard working hours.

Technical Skills:

Proficient in Microsoft Office Suite: Word, Excel, PowerPoint.

Key Competencies:

  • Problem Solving: Enjoys the challenge of finding solutions to complex issues and perseveres until resolution.
  • Empathy: Capable of understanding situations from others' perspectives and is dedicated to providing an outstanding client experience.
  • Process Orientation: Able to work independently by strictly adhering to established processes.
  • Organizational Skills: Methodical and detail-oriented, ensuring thorough checks to prevent errors.

What We Offer:

  • Competitive compensation packages
  • Incentive programs
  • Health, dental, vision, and life insurance
  • Casual work environment
  • Paid time off and holidays
  • 401(k) plan with company matching
  • Team-building events
  • Gym membership reimbursement
  • Employee referral bonuses

Fastmore Logistics is a rapidly expanding third-party logistics provider serving freight forwarders and shippers nationwide. Our mission is to elevate logistics service standards and deliver the best client experience by integrating cutting-edge technology with a customer-centric approach.

Our Purpose:

To connect shippers with carriers while enhancing the experiences of both clients and carriers through technology, collaboration, and shipment visibility.

Core Values:

  • Teamwork: We believe in a unified goal and collaborative efforts.
  • Passion: We understand that true success is driven by passion.
  • Loyalty: We are committed to our promises, team, and partnerships.
  • Transparency: We advocate for open and honest communication to foster accountability.