Contract Customer Service Representative

Job Overview:
Search Solution Group is seeking a Contract Customer Service Representative on behalf of our client, a logistics facility specializing in supply chain management, reverse logistics, and repair services. This role is essential in ensuring exceptional customer support, accurate issue resolution, and consistent communication between clients, carriers, and internal teams. The representative will be a key contributor to service quality, operational efficiency, and customer satisfaction.

Key Responsibilities:

• Own, log, and resolve all daily customer service inquiries received via phone and email in alignment with strict service-level agreements (SLAs).
• Communicate proactively regarding any system or operational issues affecting customer shipments, ensuring timely reporting and resolution.
• Compile, review, and act on reporting suites for key accounts and internal business metrics per KPI requirements.
• Manage customer complaints by identifying root causes, implementing corrective actions, and submitting formal documentation.
• Oversee carrier management, including tracking open customer orders through delivery/return/claim and resolving exceptions.
• Generate carrier performance reports, analyze trends, and ensure corrective actions are taken when needed.
• Participate in weekly meetings with carriers and customers, as well as monthly reviews and quarterly business reviews (QBRs).
• Perform self-billing activities for all carrier and customer transactions, ensuring accuracy and alignment with requirements.
• Provide daily/weekly/monthly reports from the TMS system according to customer and carrier expectations.
• Contribute to control tower or customer-led projects as needed.
• Serve as the voice of the customer, advocating for their needs and supporting continuous improvement initiatives.

Requirements Include: Education:

• No specific degree requirements listed.

Experience:

• Minimum of 2 years in a high-tech customer service and logistics environment.
• Previous customer service experience handling client inquiries is required.
• Experience in carrier network management is preferred.

Skills:

• Proficiency in Microsoft Office Suite, including Excel, Word, and Outlook.
• Strong reporting and presentation abilities.
• Responsiveness and strong problem-solving skills when handling customer requests.
• Attention to detail in billing, process analysis, complaint investigation, and reporting.
• Excellent interpersonal and communication skills.

Certifications:

• None required.

Knowledge:

• Understanding of logistics processes, carrier management, and customer service best practices.
• Familiarity with TMS systems is beneficial.

Key Competencies:

• Strong communication and customer advocacy skills.
• Ability to work collaboratively as part of a team, especially during peak periods.
• Analytical mindset and high attention to detail.
• Ability to multitask, prioritize, and follow through to resolution.
• Professionalism and a commitment to service excellence.

How to Apply:
To apply for this position, please click the "Apply" button at the top right of your screen. Alternatively, you may email your application to View email address on click.appcast.io . Please include your resume and any relevant documents showcasing your qualifications. We appreciate your interest and look forward to reviewing your application.

Company Overview:
Industry: Logistics & Supply Chain

Location: Olive Branch, MS

Equal Opportunity Employer Statement:
Search Solution Group is an Equal Opportunity Employer committed to fostering an inclusive workplace where diversity is valued and respected. We do not discriminate based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. All employment decisions are based on qualifications, merit, and business needs. We welcome applicants from all backgrounds to apply and contribute to our team.

Disclaimer:
Please note that this job description is not exhaustive and may be subject to change. Additional duties may be assigned as needed to meet organizational requirements and support ongoing business objectives.