Customer Experience Representative

Job Purpose

At Sonwil, our enduring mission is to deliver high value, performance driven logistics solutions . Weve done just that for over 40 years while building trusted partnerships with the likes of North Americas largest shippers. The pursuit of innovation is always at the forefront of our service offerings, and we continue to shape the future of the supply chain and deliver sustainable solutions for future generations to come .

Our Customer Experience Representatives are the foundation of the freight brokerage division of our business, helping customers move their inventory in the most cost-effective way by identifying and providing logistics solutions. As a CXR, you will act in a supporting role for our portfolio of accounts while working in a team environment. Every day, you will be interacting directly with our customers: addressing their concerns, implementing solutions, and upholding Sonwil Logistics commitment to top-tier service.

Duties and Responsibilities

• Act as the main point of contact for customers seeking updates on a shipment
• Act as a point of contact regarding customer issues to internal stakeholders
• Develop efficient working relationship with facilities to optimize scheduling and quickly resolve issues
• Maintain strong relationships with current and prospective shippers
• Manage relationships with internal stakeholders, including other departments and divisions, to provide a seamless customer experience
• Proactively identify problems and implement effective solutions
• Provide exemplary customer service assistance through telephone and email interactions by solving customer problems
• Manage successful operational flow of loads including customer order processing, appointment scheduling and portal updates
• Ensure accurate and timely order and data entry
• Generate and evaluate reports, as needed
• Other duties as assigned

Qualifications

• Associates degree preferred but not required
• High level multi-tasking ability with strong organizational skills
• Enthusiasm and high energy
• "People person," friendly, outgoing, and confidence is a must
• Willingness to work in a team environment, but able to conduct themselves and their work independently
• Transportation or Logistics background a plus but not required

Safety Requirements

• Must be able to work in an office setting

Physical Requirements

• This position is administrative in nature and will require the ability to sit, talk, and hear. This position is frequently required to stand, walk, reach, bend, and lift up to 5 pounds.

NOTE: The physical requirements are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Direct reports

None