Customer Relationship Specialist (North America)

INTRODUCTION TO COMPANY

An asset based North American Logistics enterprise specializing in over-the-road and intermodal freight logistics, warehousing and distribution services throughout North America. With experience of more than 30 years in providing end to end logistics solutions to different verticals ranging from small entrepreneurs to fortune 100 companies through offices and terminals spread across North America. Recognized among the top 10 logistics service providers covering an entire continent.

With a team of experienced professionals and a customer-centric approach, our group companies are committed to deliver reliable, scalable, and cost-effective integrated solutions that enable businesses to thrive in today's digital landscape.

We need customer service representatives having excellent verbal and written communication skills. The purpose of the customer service function is to serve as the face to the customer in providing value added services that grow our business, communicates effectively over the phone and electronically. Must act as the primary point of contact between the company and its customers, representing the company's values and brand image.

Key Objectives and Requirements:

• Active listening skills and communication skills
• Overall customer satisfaction, improved customer experience.
• Acceptance of urgency and meeting deadlines requirements.
• Correct and efficient quoting and order management.
• Understanding, knowledge and keeping up to date with our products and systems.
• Compliance with our group companies policies and procedures.
• Flexible and a good team player

Qualifications

• Customer support, customer satisfaction, and customer experience skills
• Excellent problem-solving and analytical skills
• Ability to multi-task and prioritize workload in a fast-paced environment
• Excellent verbal and written communication skills
• Ability to work independently and remotely
• Experience in a customer service or contact centre environment is preferred

Responsibilities

• Customer Interaction: Communicate with customers via phone, email, and chat, demonstrating empathy, active listening, and professionalism at all times.
• Issue Resolution: Identify customer concerns and find effective solutions, aiming for first-contact resolution whenever possible, while adhering to company policies and guidelines.
• Product Knowledge: Maintain a deep understanding of the products or services to accurately answer customer queries and provide appropriate recommendations.
• Problem-Solving: Analyze complex situations, think critically, and take proactive steps to resolve issues, collaborating with other departments when necessary.
• Compliance: Adhere to company policies, industry regulations, and ethical standards, ensuring customer data privacy and security.
• Continuous Improvement: Participate in ongoing training and development programs to enhance your skills and knowledge, contributing to the improvement of customer service processes.
• Feedback Handling: Gather feedback from customers and report recurring issues or suggestions to the appropriate teams for process improvement.
• Team Collaboration: Collaborate with fellow team members to share insights, knowledge, and best practices, fostering a supportive work environment.

Additional Qualifications

• Fluent in English, profound analytical and proven negotiation skills.
• Good communication Skills
• Good command on email communication &
• Hands on MS-Office

Languages: English, Spanish & French