Customer Experience Specialist

Job Description
Crossroads Courier is seeking a Customer Experience Specialist who thrives in fast-paced environments and is passionate about solving complex problems, improving systems, and delivering exceptional service. In this role, you'll be the go-to expert for escalated issues and key accounts, while helping mentor the team and drive customer satisfaction.

Pay:

• Biweekly Pay
• $27.50-$30.50/hr

What You'll Do:

• Deliver world-class support for customer escalations and high-priority accounts.
• Investigate and resolve complex service failures, recurring complaints, and delivery issues.
• Coordinate and manage claims and credits within approval guidelines.
• Conduct proactive outreach to customers, gather feedback, and recommend service improvements.
• Attend customer meetings to present service performance and action plans.
• Manage CRM processes, including dispatch reconciliation and Zoho CRM updates.
• Maintain weekly On-Time Performance (OTP) watchlists and lead operational corrections.
• Lead advanced investigations (e.g., timestamp validation, ETA recovery).
• Keep customer records accurate and up to date in CXT.
• Mentor Customer Support Specialists and help maintain quality and process consistency.
• Step in to make occasional deliveries to ensure timely service when necessary.

What We're Looking For:

• High school diploma or GED required; Bachelor's degree preferred.
• Minimum 3 years of customer service experience (logistics or delivery environment a plus).
• Prior experience handling escalations or account-level support is strongly preferred.
• Strong skills in organization, communication, and problem-solving.
• Comfortable using tools like Microsoft Excel, Outlook, Teams, SharePoint, and quick to adapt to new software.
• Familiarity with CRM platforms like Zoho and delivery systems like CXT is helpful.
• A valid driver's license and clean driving record - flexibility to assist with deliveries when needed.
• Professional, courteous, and collaborative attitude in all customer and team interactions.

Benefits:

• Medical, Dental, and Vision Insurance
• Paid Time Off (PTO)
• Tuition Reimbursement

Crossroads Courier, Inc. is an equal opportunity employer and equal opportunity provider for independent contractor positions. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, pregnancy, genetic information, gender, veteran status, or any other status protected under applicable federal, state or local law.