Customer Service Representative

Job Description

Job Description

Job Title: Customer Experience Agent – Delivery

Industry: Transportation, Delivery, and Logistics

Location (city, state): Palatine, IL

Assignment Type: Contract-to-Hire

Pay: $21/hour

Work Schedule: Monday–Friday, 9:00 AM–6:00 PM or 10:00 AM–7:00 PM. Initial training will be approximately two weeks, Monday–Friday, 8:00 AM–5:00 PM. This is an in-office position.

Benefits: This position is eligible for medical, dental, vision, and 401(k).

About The Company:

A growing organization in the transportation and logistics industry is seeking a customer-focused professional to join its delivery support team. The organization offers a fast-paced work environment, opportunities for professional growth, and the chance to contribute to a team focused on providing an excellent customer experience.

Job Description:

The Customer Experience Agent will serve as a primary point of contact for customers and business partners regarding delivery updates, scheduling, shipment concerns, and service-related questions. This role requires someone who can manage a high volume of customer interactions while remaining organized, professional, and solution-oriented. The ideal candidate enjoys problem-solving, takes ownership of customer concerns, and thrives in a fast-paced environment.

Key Responsibilities:

• Respond to customer and partner inquiries by phone, email, and live chat regarding shipment tracking, delivery scheduling, claims, and disputes.
• Monitor delivery and pickup appointments to help ensure timely service.
• Research shipment issues and coordinate with customers, vendors, and internal teams to determine appropriate solutions.
• Maintain clear, professional communication with internal and external contacts.
• Manage multiple incoming requests while prioritizing customer needs and providing timely responses.
• Address customer complaints and resolve service issues with professionalism and attention to detail.
• Maintain accurate records and follow up on outstanding inquiries.
• Take initiative in resolving customer concerns and identify solutions before escalating issues when appropriate.

Qualifications:

• At least one year of customer service or call center experience.
• Transportation, delivery, or logistics experience is preferred.
• High school diploma or equivalent required.
• Proficiency in Microsoft Excel and Outlook.
• Strong verbal and written communication skills.
• Excellent phone etiquette and the ability to maintain a positive, professional demeanor.
• Strong organizational skills and attention to detail.
• Ability to multitask and manage competing priorities in a high-volume environment.
• Comfortable handling challenging customer interactions and de-escalating concerns.
• Self-motivated, adaptable, and receptive to constructive feedback.
• Ability to work independently while contributing to a team environment.

Perks:

• Opportunity to join a growing organization in the transportation and logistics industry.
• Supportive team environment with training and development opportunities.
• Potential for long-term employment through the contract-to-hire arrangement.
• Opportunities to grow professionally and explore other areas of the business.

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.