SHIPPER SUPPORT REPRESENTATIVE

Job Title: Shipper Support RepresentativeGLS Group is one of the largest parcel services providers in Europe, with a strong local presence in almost all countries across the continent. It also operates through wholly owned subsidiaries in Canada and on the USA's West Coast within one GLS network. This allows GLS to seamlessly connect its customers and communities with millions of parcels and stories every day. GLS' network connects its markets with high velocity and flexibility to respond to their fast-changing and dynamic nature. The company provides high quality service tailored to its customers' needs across more than 50 countries. The GLS network consists of over 120 hubs and more than 1,600 depots, supported by more than 36,700 vans, light vehicles and walkers, and 6,400 trucks. This offers network resilience, superior flexibility, and extended reach. In 2024/25, GLS generated record revenues of 5.9 billion euros and delivered 926 million parcels across the markets.Primary FunctionThe Shipper Support Representative will take part in supporting shippers over our different forms of communication. This includes assisting shippers via chat, email, or phone. The Shipper Support Representative will assist customers with operating or procedural questions with our applications, products, or services.Essential Functions & ResponsibilitiesAssist shippers though any GLS related form of communication (chat/email/phone)Foster and maintain a positive work environment for all teamsAlways promote a "customer first" environmentAssist customers with service questions, tracking deliveries and pick-ups, scheduling pick-ups and resolving complaintsVerify suggested solutions effectively resolve the customer's concern through verbal or email feedbackProvide professional support and ensure customer satisfactionCustomer interactions must be handled with diplomacy and tactOffer customers pricing/services that align with their shipping needsMeet established standard of handling customer interactions in a high level of customer serviceRecommend and submit requests for account changes within standard operating proceduresMay be required to perform tasks beyond those explicitly listed in this role.Functional RequirementsTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.High School diploma or general education degree (GED) or one to three months related experience and/or training or equivalent combination of education and experience.Must be able to lift 75 lbs. Must be at least 18 years of age.Excellent verbal and written professional communication skillsExcellent telephone personality skillsHighly energetic, motivated self-starterDecision making, problem resolution, and creative thinking skillsProficient with Microsoft Office (Excel, Outlook, Word)Demonstrated ability to be organized take initiative, and follow up independentlyMeet attendance schedule with dependability and consistencyDetail orientedDemonstrated track record of customer service call center experienceFamiliarity with software applications Salesforce and Talk DeskEEO StatementGeneral Logistics Systems US is an Equal Employment Opportunity (EEO) employer and is committed to a diverse workforce. We welcome all qualified applicants to apply to GLS, and we strive to select the best qualified applicant for each position in our organization. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law. GLS complies with all laws and regulations relating to employment discrimination and is always committed to doing what's right.