Client Relations Specialist

1 week ago

Coral Gables, Florida, United States PayCargo, LLC Full time

About PayCargo

PayCargo stands as the premier digital platform for air and cargo payments across North America. With its headquarters in Miami, the company is experiencing rapid growth and is expanding its reach internationally. Recently, PayCargo secured $125 Million in a Series B funding round to accelerate this expansion. The company aims to become the leading global platform for all B2B freight payments, representing a multi-billion-dollar opportunity.

With patented technology, PayCargo enables shippers and freight-forwarders to expedite cargo movement while minimizing overall shipping costs. The platform provides essential cargo payment services for major ocean carriers, air cargo providers, and numerous terminals and CFS stations.

PayCargo simplifies the process with the motto: Ship, Click, Pay.


Role Overview:

The Customer Experience Representative is responsible for delivering exceptional service to customers via email, CRM, or phone. This role focuses on retaining existing clients and fostering new business opportunities by providing professional and efficient service, along with recommending additional services and products tailored to customer needs.

Key Responsibilities:

  • Deliver account information to customers, including but not limited to email addresses, login IDs, and other confidential details.
  • Assist customers in reconciling their accounts and ensuring payments to vendors are applied as necessary.
  • Follow up on process cases, such as refunds.
  • Resolve customer complaints, concerns, and inquiries in a timely manner.
  • Build strong relationships with customers by understanding their needs and educating them on how to utilize the PayCargo system and its services effectively.
  • Respond to customer requests for account closures, identifying reasons and offering alternative solutions.
  • Stay informed about updates to the PayCargo system, customer customizations, and initiatives related to fees and the business environment.
  • Support marketing initiatives and product launches.
  • Manage daily ticket responses and accurately log work hours in relevant systems.
  • Identify new business opportunities and refer customers to appropriate internal teams.
  • Prepare reports as required.
  • Perform additional duties as assigned by management.

Qualifications for Success:

  • One to two years of relevant experience or equivalent education.
  • Strong customer service skills.
  • Excellent verbal and written communication abilities.
  • Proficiency in Salesforce, RingCentral, and Microsoft Office Suite.
  • Commitment to high standards and excellence.
  • Strong organizational skills with the ability to manage multiple priorities.
  • Ability to work independently and collaboratively within teams.
  • Ability to follow written and verbal instructions accurately.
  • Professional demeanor and appearance.
  • Capability to perform various clerical functions and basic accounting tasks.
  • Effective communication skills with individuals at all levels.
  • Fluency in the primary language(s) used in the workplace; multilingual skills are a plus.
  • Attention to detail and adaptability to changing priorities.

Core Competencies:

  • Commitment to Excellence: Strives to exceed standards and achieve outstanding results.
  • Customer Focus: Dedicated to identifying and meeting customer needs to establish long-term partnerships.
  • Planning & Organization: Sets clear goals and organizes tasks efficiently to achieve objectives.
  • Effective Communication: Provides clear and concise information in both verbal and written forms.
  • Decision Making: Makes informed choices based on analysis and sound judgment.
  • Team Collaboration: Works cooperatively with others to meet shared goals.
  • Accountability: Acts responsibly and keeps commitments, building trust with others.
  • Analytical Skills: Breaks down complex issues and draws accurate conclusions from information.

Education and Experience:

An Associate's degree or equivalent, along with one to two years of related experience or a combination of education and experience.


What We Offer:

We provide a competitive salary and bonus structure, along with a comprehensive benefits package that includes vacation, sick leave, personal time off, and a generous 401K match.

Your success at PayCargo is determined by your impact and collaboration with various teams. We empower all employees to take ownership of their learning and development in an environment focused on efficiency and teamwork.

PayCargo is an equal opportunity employer, committed to diversity and inclusion in the workplace.

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