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Job Description We are seeking an experienced and customer-focused Customer Service Representative to join our reputable third-party logistics (3PL) company. As the Customer Service Representative, you will be a key point of contact for our clients, providing exceptional support and service throughout their logistics experience. Your primary responsibility will be to ensure customer satisfaction, manage complex inquiries, and collaborate with various internal teams to deliver efficient and effective logistics solutions.
Responsibilities:
Customer Relationship Management: Build and maintain strong relationships with our clients, acting as their primary point of contact for all inquiries, concerns, and logistics-related requests. Handle complex customer issues with tact, diplomacy, and a focus on finding effective resolutions.
Order Management: Oversee the end-to-end order fulfillment process, from order entry to delivery, to ensure accurate and timely execution. Coordinate with the operations and transportation teams to ensure seamless order processing and tracking.
Problem Solving: Demonstrate strong analytical and problem-solving skills to address customer complaints, discrepancies, and shipping issues promptly. Collaborate with internal teams to investigate root causes and implement preventive measures to improve overall service
quality. Cross-Functional Collaboration: Work closely with the operations, warehousing, transportation, and billing departments to ensure smooth and efficient logistics operations. Act as a liaison between customers and internal teams to facilitate effective communication and
process improvements.
Performance Metrics: Monitor and maintain key performance indicators (KPIs) related to customer service, such as response times, customer satisfaction scores, and on-time delivery rates. Develop action plans to address any performance gaps and continuously improve service levels.
Continuous Improvement: Identify opportunities to enhance customer service processes and propose innovative solutions to streamline operations and improve overall customer experience. Stay up-to-date with industry trends and best practices in 3PL customer service.
Training and Development: Mentor and train junior customer service representatives to enhance their skills and knowledge in logistics operations and customer support.
Documentation and Reporting: Maintain accurate and up-to-date records of all customer interactions, inquiries, and issue resolutions in the company’s customer relationship management (CRM) system. Prepare regular reports on customer service performance for management review.
Compliance and Regulations: Ensure compliance with all applicable regulations, including but not limited to transportation, customs, and trade laws, to safeguard smooth logistics operations and maintain the company’s reputation.
Requirements:
- Bachelor’s degree in business, logistics, supply chain management, or a related field preferred.
- Proven experience as a Customer Service Representative or a similar role within the 3PL or logistics industry.
- Strong knowledge of logistics operations, including order management, transportation, and warehousing.
- Excellent communication and interpersonal skills to effectively interact with customers, team members, and stakeholders.
- Strong problem-solving abilities, with a customer-centric approach to handling inquiries and resolving issues.
- Proficiency in using customer relationship management (CRM) software and other relevant tools for order tracking and issue resolution.
- Demonstrated leadership qualities and the ability to mentor and guide junior team members.
- Ability to multitask, prioritize workload, and work in a fast-paced environment.
- Flexibility to adapt to changing situations and work outside regular business hours as needed.
Join our dynamic and growing team as a Customer Service Representative, and play a
pivotal role in delivering exceptional customer experiences within the logistics industry. If you
possess the necessary qualifications and have a passion for customer service excellence, we
invite you to apply and contribute to our continued success as a 3PL leader.
Company Description
At TH Logistics, our team serves as packaging and supply chain experts with an operational edge.
As a minority-owned packaging, third-party (3PL) and fourth party (4PL) service provider, our team is made up of seasoned experts who deeply understand supply chain management.
Our Network: We have offices along the East Coast, but our footprint expands across the entire United States. Whether you need warehousing and distribution services, transportation management, transload services or contract packaging, our team can deliver.
Our Mission: We improve the efficiency and outcomes of all of your projects across the supply chain network. Everything we do should enhance your brand and get it into the eyes and hands of your customers.
At TH Logistics, our team serves as packaging and supply chain experts with an operational edge. As a minority-owned packaging, third-party (3PL) and fourth party (4PL) service provider, our team is made up of seasoned experts who deeply understand supply chain management. Our Network: We have offices along the East Coast, but our footprint expands across the entire United States. Whether you need warehousing and distribution services, transportation management, transload services or contract packaging, our team can deliver. Our Mission: We improve the efficiency and outcomes of all of your projects across the supply chain network. Everything we do should enhance your brand and get it into the eyes and hands of your customers.
