Client Relationship Specialist

2 weeks ago

Monterey, California, United States Vektor Logistics Full time
Job Overview

At Vektor Logistics, our mission is to effectively link suppliers of perishable goods with retailers, emphasizing human connections, nurturing relationships, and achieving excellence in our supply chain operations.

Your primary objective as a vital member of our team is to enhance your business portfolio by concentrating on execution, client satisfaction, and operational efficiency. We are committed to equipping you with the knowledge, internal resources, and expertise of our dedicated team, whose vision is to support your professional and financial aspirations.

Key Responsibilities:

Execution:

  • Respond promptly to inquiries from customers and carriers via calls, chats, or emails, addressing all questions and concerns.
  • Document all communications and actions in the appropriate systems.
  • Conduct routine tracking and tracing, updating shipment statuses as needed.
  • Resolve minor shipment issues and implement necessary corrections.
  • Provide solutions for site-related challenges and escalate significant issues to the appropriate team members.
  • Adhere to all company and departmental standard operating procedures.

Customer Service:

  • Deliver a premier client experience by actively listening to customers and carriers, educating them when necessary, and effectively identifying solutions.
  • Ensure follow-through on customer requests to guarantee satisfaction, while inviting feedback for continuous improvement.
  • Manage conflicts and navigate challenging conversations with customers and carriers with professionalism and diplomacy.
  • Prioritize customer satisfaction in all responsibilities.

Efficiency:

  • Meet or exceed established departmental KPIs and quality benchmarks.
  • Complete tasks with precision and in compliance with company and customer expectations.
  • Utilize available tools and resources effectively, seeking assistance from peers or leadership when needed.
  • Demonstrate the ability to work independently with minimal supervision.
  • Perform additional duties as assigned based on team requirements.

Qualifications:

  • At least 1 year of experience in a customer service-related role.
  • Commitment to fostering a diverse and inclusive workplace.
  • Proficient in Microsoft Office Suite (Word, Excel, Outlook) and possess strong internet skills.
  • Ability to persuade, motivate, and negotiate effectively.
  • Capable of working collaboratively in a team environment while achieving independent results.
  • Excellent verbal and written communication skills.
  • Dedication to operational excellence and superior customer service.
  • Strong prioritization and multitasking abilities.
  • Willingness to travel as needed based on customer and team requirements.
  • High School diploma or GED equivalent.

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