Customer Support Specialist
5 days ago
A key role in our logistics team, providing exceptional customer service and support. We are seeking a dedicated individual to join our team as a Customer Support Specialist.
About Us
JB Harris Logistics LLC is a trusted provider of comprehensive logistics solutions. Our mission is to deliver exceptional service and innovative solutions to meet the diverse needs of our clients.
Job Summary
The Customer Support Specialist will be the primary point of contact for clients, ensuring their logistics needs are met with professionalism and efficiency. This role involves managing customer inquiries, coordinating shipments, resolving issues, and maintaining strong relationships with clients.
Key Responsibilities:
- Customer Support:
- Respond promptly to customer inquiries via phone, email, and other communication channels.
- Provide accurate information about services, pricing, and shipping timelines.
- Address and resolve customer concerns or escalate issues to appropriate departments as needed.
- Order Management:
- Process customer orders, ensuring accuracy and timely entry into the system.
- Monitor shipments and proactively update customers on delivery status or delays.
- Collaborate with dispatch and operations teams to coordinate logistics and resolve shipment issues.
- Client Relationship Management:
- Build and maintain strong relationships with clients to ensure satisfaction and loyalty.
- Identify opportunities to upsell or cross-sell services to meet customer needs.
- Gather feedback from customers and relay suggestions for service improvements to management.
- Documentation and Reporting:
- Maintain accurate and up-to-date customer records and shipment details.
- Prepare reports on service metrics, customer interactions, and issue resolutions.
- Ensure compliance with company policies and industry regulations in all customer interactions.
- Problem Solving and Issue Resolution:
- Investigate and resolve shipment discrepancies, claims, or other logistical challenges.
- Coordinate with internal teams and external partners to address and resolve customer issues promptly.
- Team Collaboration:
- Work closely with sales, operations, and dispatch teams to ensure seamless service delivery.
- Participate in team meetings and contribute to the continuous improvement of customer service processes.
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