CWR-Customer Service Rep I

Job Title: Logistics Specialist / Customer Service Representative
Location: Kent, WA 98031
100% Onsite
Pay rate - $18/hour on W2- Weekly Payout
Duration - 5 months contract to hire, with high possibility of extension or conversion
Schedule: Monday-Saturday (5 days a week). Sunday is site closed and day off will be middle of week. 8.5 hours shift to cover half an hour lunch break.

Position Summary
The Logistics Specialist supports daily last-mile delivery operations by coordinating routes, monitoring delivery performance, managing service provider communications, resolving operational issues, supporting claims and billing activities, and ensuring compliance with company and customer requirements. This role serves as a key link between delivery teams, service providers, clients, and internal operations to maintain service excellence and operational efficiency.
As a Customer Service Representative, you will ensure that we deliver on our promise of outstanding service. You'll work with customers, business partners and drivers to make sure we are meeting our commitments and delighting our customers at every step of the experience.

Essential Duties and Responsibilities

Route Planning & Monitoring

• Monitor route execution throughout the day to ensure on-time delivery performance.
• Track truck movements and update route monitoring tools in real time.
• Verify route readiness, dispatch status, and load completeness.
• Identify delays and proactively communicate exceptions to leadership and service providers.
• Coordinate route rescues, route reallocations, and recovery plans when necessary.
• Ensure all routes are accurately closed with appropriate documentation and notes.

Service Provider & Carrier Management

• Maintain daily communication with delivery teams and service providers.
• Assign and update route allocations based on volume and operational requirements.
• Communicate uniform, compliance, safety, and performance concerns to service providers.
• Assist with contractor onboarding and operational training.
• Escalate service failures, customer concerns, and quality issues as needed.

Customer Service & Delivery Support

• Investigate delivery exceptions, member complaints, and service deficiencies.
• Support customer recovery efforts and service resolutions.
• Coordinate redeliveries, exchanges, haul-away issues, and appointment changes.
• Maintain constant communication with internal stakeholders and customers regarding delivery status.

Claims Administration

• Review and document property damage, product damage, shortage, and service-related claims.
• Gather delivery documents, photographs, PODs, and supporting evidence.
• Coordinate with claims teams, service providers, and customers for claim resolution.
• Follow company claims procedures and ensure timely claim updates.

Billing & Data Management

• Support route billing validation and operational reporting.
• Maintain accurate route, service provider, and customer records.
• Verify delivery completion, PODs, exceptions, and operational data.
• Assist with operational audits and billing reconciliation activities.

Compliance & Quality Assurance

• Ensure compliance with company SOPs, customer requirements, and safety standards.
• Audit delivery documentation and POD quality.
• Verify proper use of floor guards, blue rags, NAH tags, appliance testing procedures, and pre-call compliance.
• Monitor contractor adherence to customer experience expectations and service standards.

Operational Reporting

• Prepare daily operational reports and route assignment logs.
• Track delivery KPIs including On-Time Delivery, Completion Rate, Survey Performance, Claims, and Delivery Exceptions.
• Analyze operational trends and identify improvement opportunities.
• Support leadership with reporting and performance tracking.

Customer Service Representative Responsibilities

• Assist customers and business partners via telephone and email.
• Handle customer complaints in a calm, professional manner.
• Diagnose, assess, and resolve problems or issues.
• Monitor progress of delivery routes.
• Scan haul-away pods and verify stamps.
• Process changes or cancellations to delivery orders.

Qualifications

Required

• High School Diploma or equivalent.
• 1+ year of logistics, transportation, dispatching, customer service, or operations experience.
• Knowledge of route planning and transportation operations.
• Strong organizational and multitasking skills.
• Proficiency with Microsoft Office Suite.
• Ability to communicate professionally with customers, contractors, and leadership.

Preferred

• Experience in last-mile delivery operations.
• Claims handling or service recovery experience.
• Transportation Management System (TMS), routing, or dispatch software experience.
• Bilingual English/Spanish preferred based on operational needs.
• Experience working with Costco, appliance delivery, furniture delivery, or home delivery operations.

What You'll Need to Excel
At a minimum, you'll need:

• Experience with Microsoft Office programs such as MS Project, Word, Excel and PowerPoint.

It'd be great if you also have:

• High school diploma or equivalent.
• 1-year related experience preferably within a call center environment.
• Strong customer service skills and the ability to satisfactorily resolve issues.
• Solid ability to multitask with exceptional organizational skills.
• Ability to thrive under pressure while delivering solutions that exceed customer expectations.

Key Performance Indicators (KPIs)

• On-Time Delivery Performance
• Route Completion Rate
• Service Provider Compliance
• Survey/Member Satisfaction Scores
• Claims Reduction
• POD Compliance
• Route Monitoring Accuracy
• Billing Accuracy
• Safety and Quality Compliance

Physical Requirements

• Ability to work in a warehouse, dock, and office environment.
• Ability to walk routes, inspect vehicles, and perform site audits.
• Ability to occasionally lift up to 25 pounds.
• Ability to work flexible schedules including weekends and holidays as operationally required.

What You'll Receive
In this role, you'll be supported by a passionate team motivated by fast-paced innovation and the desire to deliver for customers. We're a company where you can continually advance your career, no matter your background - the opportunities are endless and yours for the taking. If you're driven and looking for a place to grow, come join us.

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