Customer Service Specialist

Customer Service Specialist

The Customer Service Specialist is responsible for handling data entry, follow-up, and the support of the day-to-day operations and execution of customers' transportation programs. In addition to data entry, the Customer Service Specialist will have other responsibilities including responding to external and internal customer service inquires, load tendering, creation of shipping documents, shipment tracing, and assisting the accounting department with invoicing issues. Duties also include assisting account management with daily performance reporting, process mapping and improvement, revenue and cost management, and specific customer metrics reporting and management.

Duties include but are not limited to the following:

• Provide extraordinary customer service and accurate and detailed information to customers who contact eShipping
• Process customer shipments, changes, and invoices according to established department policies and procedures
• Work closely with the accounting department to resolve invoice items and claims payments
• Provide timely feedback to the company regarding service failures or customer concerns
• Partner with teammates to support all customer service expectations
• Other administrative duties as assigned

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, skills, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Ability to work both independently and within a team.
• Ability to effectively interact with other employees of the organization
• Excellent customer service, time management, and prioritization skills
• Excellent oral and written communication skills in person and via phone
• Ability to understand, interpret, and explain complex issues and respond appropriately
• Ability to identify and quantify issues and formulate and evaluate potential solutions to solve problems
• Ability to multitask by researching information on a computer while speaking on the phone
• Ability to effectively utilize computer programs including Word, Excel, and Outlook

Previous transportation industry experience preferred. Previous customer service experience preferred.

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This description reflects management's assignment of essential functions; it does not proscribe or restrict the tasks that may be assigned.

eShipping LLC is an equal opportunity employer.