Call Center Customer Support Representatives

Call Center Customer Support Representative

Sparks Group has partnered with a premier domestic and international freight forwarder headquartered in the U.S., dedicated to engineering logistics and warehousing solutions. They are hiring Call Center Customer Support Representatives for their call center in the Richmond area. These positions are fully onsite and pay is $16.00/hr.

Responsibilities

• Leverage industry expertise to select the most efficient and cost-effective transportation methods through an extensive network of internal and external suppliers.
• Evaluate complex transportation variablesincluding pricing, timing, volume, and equipment availabilityto execute client-specific shipping requirements under management guidance.
• Interpret and apply standardized operational practices and management policies when coordinating logistics with vendors and customers.
• Act as the primary point of contact for customer and vendor disputes, resolving complaints with a focus on preserving company reputation and long-term partnerships.
• Manage high-volume workloads and multi-task effectively to meet rigorous deadlines in a fast-paced environment.
• Identify and mitigate potential service failures early, taking direct control of shipments to guarantee on-time delivery.
• Cultivate and maintain productive, long-term working relationships with a diverse pool of service providers.
• Conduct comprehensive research into airline schedules, line-haul options, and geographic service areas to design the most economical and time-sensitive routing.
• Maintain meticulous shipment records, including detailed trace notes, OS&D (Over, Short, and Damaged) information, and special customer authorizations.
• Manage and audit critical shipping documents with high accuracy, ensuring full adherence to TSA, DOT, and Dangerous Goods regulations.
• Strive for 100% on-time performance by continuously monitoring shipment milestones in accordance with corporate service standards.
• Maintain a flexible schedule, including various shifts and a 24-hour on-call rotation as required by operational needs.
• Provide prompt and transparent updates to all stakeholders regarding shipment delays, escalating critical issues to leadership when necessary.
• Ensure total compliance with the Indirect Air Carrier Standard Security Program, C-TPAT, and Shipper's Security Endorsements.
• Utilize advanced internet tracking applications and logistics software to monitor, update, and communicate real-time shipment status.
• Additional tasks and duties as assigned

Qualifications/Background Profile

• Intermediate skills in Microsoft Office, internet research, and web-based or industry-specific software applications.
• Proven ability to accurately complete air and ground shipping documentation in both electronic and manual formats.
• Strong interpersonal, written, and verbal communication skills; must be able to clearly articulate short and long-term goals.
• Excellent analytical skills with the ability to solve problems involving multiple variables using both standardized methods and creative analysis.
• Committed to ensuring high levels of customer satisfaction to encourage repeat business.
• Ability to work effectively with diverse groups and departments to communicate and implement core concepts.
• Skilled at multitasking and pivoting quickly between tasks to meet changing business priorities.
• Exceptional time management and organizational abilities to ensure all deadlines are met.
• Ability to interpret data to accomplish business objectives and plan for organizational needs within a designated area of responsibility.
• Maintains a professional appearance and a positive, cooperative demeanor with all internal and external stakeholders.
• Consistent and dependable attendance is required.
• Proficiency in English is required for this role.
• Ability to work outside of standard business hours when necessary to meet deadlines or management directives.
• Candidates must be authorized to work in the United States and successfully pass a background check and drug screen