Logistics Coordinator

Job Description

Job Description

POSITION SUMMARY

The Customer Service Representative (CSR) is responsible for providing professional and responsive support to customers by addressing inquiries, resolving issues, and providing accurate information regarding products, orders, and services. This role processes customer orders and modifications, coordinates with internal departments, and escalates complaints or operational concerns through appropriate communication channels.

As a primary point of contact for customers, the Customer Service Representative plays a key role in maintaining strong customer relationships, ensuring customer satisfaction, and supporting the efficient delivery of third-party logistics (3PL) services.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The essential functions include, but are not limited to, the following:

• Maintain a positive, empathetic, and professional attitude when interacting with customers.
• Respond promptly and professionally to customer inquiries through various communication channels.
• Investigate and resolve customer concerns and complaints in a timely and effective manner.
• Maintain a thorough understanding of company services, policies, and procedures to provide accurate information and support.
• Process customer orders and related documentation, including routing, shipping labels, bills of lading (BOLs), and billing information.
• Maintain accurate records of customer interactions, inquiries, feedback, and complaints.
• Coordinate with warehouse personnel and internal teams to ensure accurate order fulfillment and timely delivery.
• Identify opportunities to improve customer service processes and provide constructive feedback to management.
• Promote customer satisfaction through reliable, courteous, and professional support.
• Prepare, update, and maintain reports to support daily operations, order tracking, and departmental needs.
• Cross-train with team members and assist with additional responsibilities as needed to support departmental coverage and operational efficiency.
• Escalate urgent issues, discrepancies, and operational concerns to the appropriate supervisor or manager, and follow up to ensure timely resolution.

MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES)

• High school diploma or GED preferred; alternatively, one to three months of related experience and/or training, or an equivalent combination of education and experience.
• Previous customer service experience preferred.
• Proficiency in Microsoft Office applications, particularly Excel, Word, and PowerPoint.
• Strong verbal and written communication skills, with the ability to communicate professionally and effectively.
• Ability to develop and maintain knowledge of service offerings, operational procedures, and customer requirements.
• Strong customer service and relationship-building skills, with a focus on customer satisfaction and responsiveness.
• Excellent organizational and multitasking skills, with the ability to maintain accurate records, track customer account activities, and monitor ongoing customer requests.
• Ability to read, interpret, and follow procedure manuals, work instructions, and software manuals.
• Ability to prepare routine reports, maintain documentation, and write clear, professional business correspondence.
• Strong attention to detail and accuracy when handling customer orders, shipping documentation, billing, and other administrative tasks.

CitiStaff Solutions, Inc.

Company Description

CitiStaff Solutions, Inc.