Contract Call Center Representative

Job Description

Job Description

Job Overview

Search Solution Group is seeking a Contract Customer Service Coordinator on behalf of our client, a vehicle relocation and shipping services company.

The Contract Customer Service Coordinator serves as a primary point of contact for customers, carriers, and internal teams, supporting the day-to-day coordination of vehicle transportation services. This role is responsible for managing high volumes of inbound and outbound communications, tracking shipment activity, providing order updates, and ensuring customers receive accurate and timely information throughout the vehicle relocation process. The ideal candidate is organized, customer-focused, detail-oriented, and thrives in a fast-paced environment where multitasking and communication are critical to success.

Key Responsibilities

• Answer inbound calls and emails regarding order status, timelines, shipment updates, and service-related inquiries.
• Make outbound calls to customers and carriers to provide updates and ensure smooth communication throughout the transportation process.
• Manage a high-volume workload of calls, emails, and order tracking activities while maintaining accuracy and responsiveness.
• Research and verify order information using internal systems to provide customers with accurate and timely updates.
• Monitor shipment progress and proactively identify delays, service disruptions, or potential issues.
• Communicate shipment changes, delays, and updates to customers in a professional and solution-focused manner.
• Route customer requests and inquiries to the appropriate internal departments, including logistics, account management, and operations teams.
• Document customer interactions, order updates, and service notes within company systems.
• Assist in resolving customer concerns by gathering information and coordinating with internal stakeholders.
• Follow up on outstanding requests and ensure issues are resolved in a timely manner.
• Escalate service issues appropriately when necessary.
• Support departmental goals related to customer satisfaction, service quality, and response time metrics.

Requirements Include

Education

• High school diploma or equivalent required.
• Associate's degree or additional coursework in business, customer service, logistics, or a related field is a plus.

Experience

• Previous customer service, call center, dispatch, logistics, or transportation industry experience preferred.
• Experience handling inbound and outbound customer communications.
• Experience managing multiple priorities in a fast-paced environment.
• Experience with order tracking, scheduling, or service coordination is preferred.
• Experience working with high-volume phone and email workflows.

Skills

• Excellent verbal and written communication skills.
• Strong customer service and relationship-building abilities.
• Ability to multitask across multiple systems and responsibilities simultaneously.
• Strong organizational and time-management skills.
• Data entry and documentation accuracy.
• Basic to intermediate Microsoft Excel skills, including sorting, filtering, and data entry.
• Ability to learn and navigate new software platforms quickly.
• Strong problem-solving and conflict-resolution abilities.
• Ability to prioritize tasks effectively and meet deadlines.
• Comfortable handling high call volumes while maintaining professionalism and accuracy.

Certifications

• No specific certifications required.
• Customer service or logistics-related certifications are a plus.

Knowledge

• Customer service best practices and communication techniques.
• Call handling and customer support processes.
• Order tracking and shipment coordination principles.
• Basic office software and business systems.
• Data entry and recordkeeping procedures.
• Understanding of logistics, transportation, or vehicle relocation operations is preferred.
• Knowledge of customer issue resolution and escalation processes.

Key Competencies

• Customer Focus
• Communication Skills
• Attention to Detail
• Multitasking
• Time Management
• Problem Solving
• Accountability
• Adaptability
• Teamwork and Collaboration
• Organization
• Follow-Through
• Initiative
• Reliability
• Professionalism
• Conflict Resolution
• Service Orientation