Customer Service Representative

5 days ago

Newark, California, United States RK Logistics Group Inc Full time
Job Description

This is a Temp to Hire PositionSend Resumes to Annette Montes/Must be interviewed

Job Summary

The Customer Service Representative will be responsible for ensuring customer satisfaction within departmental functions is achieved. This role works to help resolve customer problems, ensure order changes and deletions, and communicate such issues to those departments within the facility that handle resolution.

Key Responsibilities
  • Respond to customer inquiries and refer clients to the proper channels
  • Act as the first point of contact for customers and respond to their inquiries and concerns
  • Become familiar with customer portals to retrieve information necessary to issue service tickets
  • Communicate with supervisors to escalate issues, prioritize workload, and identify severity of customer requests
  • Ensure quality of services meets customer standards
  • Identify issues and utilize critical thinking to determine the best course of action
  • Monitor emails for escalations or urgent requests and ensure completion
  • Answer customer requests/communications in a timely manner
  • Audit submitted department tickets to ensure quality of service
  • Maintain open communication with other departments and campuses
Requirements
  • Ability to create and maintain professional relationships within all levels of the organization
  • Reliable team individual working toward team goals
  • Ability to adapt to change and adopt new methods or practices
  • Ability to multitask
  • Assist other teams as needed
  • Attention to detail
  • Take ownership of assigned tasks and complete in a timely manner
  • Flexibility and ability to adjust to sudden changes in operational goals
  • Ability to read and write, comprehend basic checklists, forms, or other documents
  • Ability to follow oral and written directions
  • Good communication skills with an understanding of the English language
  • Math ability, able to count and calculate
  • Computer skills, including SAP, Microsoft Excel, Microsoft Outlook email
  • Understanding of customer guidelines for account, product shipment procedures
  • Willingness to work a flexible schedule, including overtime, and cover escalations if required
Qualifications & Skills
  • Bachelor's degree or equivalent experience preferred
  • 2-3 years 3PL logistics industry experience preferred
  • Strong verbal and written communication skills to work in a customer-focused environment
  • Service-oriented with strong customer service skills and commitment to quality of work
  • Excellent time management skills
  • Ability to work independently and as a member of the team
  • Intermediate knowledge of Microsoft Office skills (Outlook, Microsoft Word, PowerPoint, Excel)
  • Knowledge of SAP a plus
  • Adherence to all RK Safety, Quality, ISO, and HR policies and standards

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