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Customer Service Representative

2 months ago

Northborough, Massachusetts, United States A. Duie Pyle Full time
Job Summary

A. Duie Pyle is seeking a highly skilled and customer-focused Customer Service Representative to join our team. As a key member of our customer service team, you will be responsible for providing exceptional service to our customers, resolving issues, and ensuring customer satisfaction.

Key Responsibilities
  • Provide world-class customer service to internal and external customers via phone, email, and other communication channels.
  • Resolve customer complaints and issues in a timely and professional manner.
  • Collaborate with internal departments to ensure seamless communication and resolution of customer issues.
  • Schedule pickups, trace shipments, and provide shipment ETAs, rate quotes, and freight charges.
  • Coordinate with internal departments, partners, and delivery agents to schedule shipments and handle customer issues.
  • Document all customer interactions for tracking purposes.
  • Assist customers with registration and utilization of our website.
  • Meet the standards for all Key Performance Indicators (Call Quality, Process Knowledge Assessment, Adherence to Schedule, Make Busy %, Contacts per Hour).
Requirements
  • Customer service experience preferred.
  • Experience in a fast-paced, changing work environment.
  • Must believe in and support the A. Duie Pyle Core Values.
  • Basic typing skills.
  • Knowledge of MS Word, Excel, and Outlook.
  • Experience using the internet.
  • Ability to prioritize tasks and meet deadlines independently.
  • Scheduling flexibility to meet the needs of the business.
Benefits
  • 8 Paid Holidays.
  • Paid Personal Days.
  • Paid Vacation.
  • Weekly pay through Direct Deposit.
  • 401K retirement with company match.
  • Annual Corporate Profit Sharing plan (100% employer paid).
  • Medical coverage multiple plans to meet your family's needs.
  • Dental (included with medical coverage).
  • Vision.
  • Life insurance (1x annual salary covered Pyle, optional buy-up available).
  • Gap assistance insurance (critical illness, accident, and inpatient hospitalization).
  • Short and Long Term disability insurance (Company paid).
  • Open Door Policy.
  • Flexible Spending Accounts for benefits.