Customer Service Coordinator

Job Summary

The Customer Service Coordinator drives customer satisfaction levels through effective management of customer requests/inquiries, prompt issue resolution, and proactive communication concerning transportation and logistics processes for company services.

Primary Objectives

• Timely, accurate, and complete orders and responses to inquiries within required timeframes.
• Initiation and support throughout the order lifecycle, according to customer requirements and internal process standards.
• Effective communication and collaboration with internal and external customers.

Duties and Responsibilities

• Maintain department KPIs and customer satisfaction ratings as defined by the department.
• Answer incoming customer phone calls and take appropriate action for each call.
• Communicate and monitor incoming customer emails to ensure timely communication; escalate internal and external concerns for expedited resolution; ensure customer satisfaction at all times.
• Manage exceptions and review database for errors. Research and resolve exceptions and respond to escalation of service requests.
• Assist with coordinating dispatch activities for moves including driver instructions, confirmation of delivery, and follow up with customers.
• Proactively communicate with customers, to include new customer onboarding and new order follow-up. Proactively collaborate with Sales to ensure customer needs are understood and appropriately addressed.
• Provide input to leadership and management teams on departmental initiatives and process improvement projects.
• Maintain accurate, timely, and thorough records in proprietary database.
• Perform routine data entry including but not limited to: entering new orders and shipment information into computerized tracking systems; tracing shipments with steamship lines, trucking vendors, railroads, and other suppliers; and updating information in various systems.
• Perform typing, faxing, mail distribution, phone messaging, and other office related duties as required.
• Scan and separate documents in Document Management System.
• Update schedule, logs, and tasks daily.
• Other duties as assigned.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

• High school diploma or equivalent (HSED) required
• Associate degree or related college coursework preferred

Work Experience

• 2 + years of related customer services experience with an emphasis on the importing and exporting of goods required
• Domestic and/or international transportation and logistics experience preferred

Required Knowledge, Skills and Abilities

• Demonstrated proficiency with Microsoft Office products at the following levels: Excel, Word, Outlook: Basic level of skill
• Experience with ten key by touch and typing speed of 35 WPM.
• Ability to communicate clearly with excellent verbal, written, and listening skills.
• Ability to work as an individual contributor and as a valued participant in a team based environment.
• Demonstrated ability to maintain confidentiality with tact and discretion.
• Excellent customer service skills with the ability to develop effective professional relationships.
• Strong attention to detail with a high degree of accuracy with data entry.

Competencies

• Delivers Results Rigorously drives self and others to achieve high levels of individual and organization performance.
• Focuses on the Customer & Market Continuously evaluates what is important to the customer/client and develops products or solutions that exceed expectations.
• Makes Sound Business Decisions Makes timely and well-informed decisions that advance critical priorities, capitalize on new opportunities, and resolve problems.
• Practices our Values Supports and models The Pasha Way; conduct reflects Excellence, Honesty, Integrity, Innovation and Teamwork.

PHYSICAL DEMANDS, WORK ENVIRONMENT, AND TRAVEL

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Hear and speak with sufficient clarity to understand and engage in telephonic information exchange; hear and understand verbal instructions; give and receive information verbally in person or via communication device - Often
• Walk/travel within office environment, crouch/bend to access floor-level storage - Often
• Use hands/fingers to operate office equipment, type/complete data input, write - Often
• Reach with hands, arms; lift, move and manipulate objects weighing up to 20 lbs - Regularly
• Sight sufficient to read instructions, documents, and screen-based information - Often
• Use hands/fingers to manipulate and file documents, folders, small objects - Regularly

Working Environment

This role requires work that may involve the following environmental conditions:

• Corporate office environment
• 12pm-9pm, Monday through Friday.

Screening Requirements

Background Checks

Must be fully vaccinated against COVID-19, except as prohibited by law.

The information included in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive or exhaustive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

The salary range listed is based on the geographic zone associated with this role: Irving, TX. If you are applying to work from a different location, the salary range may vary to align with the cost of labor and market conditions in that area. For applicants from other zones, we encourage you to reach out to us to confirm the relevant salary range for your specific location. Starting pay will be determined by job-related factors including experience, education, and business needs and may be modified at any time.

Zone 3: Starting rate $19.00; up to $20.00 for highly qualified candidates