Logistics Support Associate
4 weeks ago
Job Title: Shipper Support Representative
About Us: GLS US GROUP is a leading provider of time-critical package shipping solutions. We are committed to delivering exceptional customer service and building strong relationships with our customers.
Job Description: The Shipper Support Representative will provide assistance to shippers through various communication channels, including chat, email, and phone. This role involves helping customers with operational or procedural inquiries related to our applications, products, or services.
Key Responsibilities:
- Assist shippers through all GLS communication channels.
- Cultivate and maintain a positive work environment across all teams.
- Consistently promote a "customer-first" approach.
- Support customers with service inquiries, tracking deliveries and pick-ups, scheduling pick-ups, and resolving complaints.
- Ensure that proposed solutions effectively address customer concerns through verbal or email confirmation.
- Provide professional assistance to ensure customer satisfaction.
- Handle customer interactions with diplomacy and tact.
- Offer pricing and services that best match the customer's shipping requirements.
- Adhere to the established standards for delivering high-level customer service.
- Recommend and submit requests for account changes in accordance with standard operating procedures.
Requirements:
- High school diploma or GED.
- One to three months of related experience and/or training.
- Exceptional verbal and written communication skills.
- Strong telephone etiquette and interpersonal skills.
- Highly energetic and motivated self-starter.
- Effective decision-making, problem-solving, and creative thinking abilities.
- Proficient in Microsoft Office applications.
- Demonstrated organizational skills with the ability to take initiative and follow up independently.
- Reliable and consistent attendance.
- Detail-oriented with a focus on accuracy.
- Proven experience in customer service within a call center environment.
- Familiarity with Salesforce and TalkDesk software applications.
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