Customer Service Agent I

Customer Service Agent

Customer Service is responsible for delivering a quality customer experience, building customer relationships, and managing process execution for existing Watchpoint customers. Customer Service agents utilize their communication skills and industry knowledge to ensure our customers supply chain runs efficiently. This role will partner with internal resources to ensure the customer's freight moves as planned and takes actions to resolve exceptions when they occur. As a critical customer contact, the Customer Service Agent resolves issues and drives exceptional service through continuous improvement process and initiatives.

Pay & Perks

• Medical, Dental, and Vision Insurance
• Life Insurance
• 401k + 4% Company Match
• Vacation, Sick Pay + Holidays
• Employee Assistance Program
• Monthly Team Lunches
• Wellness Program

The starting pay for this position is expected to be $23 to $25 per hour. Exact compensation is based on skills, experience, education, and location.

Customer Service Agent Job Duties

• Assist in transportation arrangements determining efficient routing methods
• Build and develop relationships with customers to ensure continued partnership
• Utilizes their customer service knowledge and experience to proactively update the customer and address questions regarding the status of their shipments
• Respond to customers with a sense of urgency to provide an excellent customer experience
• Recognize opportunities to provide greater service for our customers and works with internal resources to take action to promote Watchpoint's value
• Leverage Watchpoint's internal technology platforms to generate reports for presentation to our customers
• Navigates CRM and HRIS to locate facility addresses, contact details and organization charts in order to route the customer or vendor to the proper CSR or department.

Requirements

• Basic use of computer systems and applications (e.g. MS Office, TMS) as trained/required.
• Shows up on time, follows instructions, acknowledges and corrects mistakes.
• Meets the needs of customers through positive interactions.
• Able to communicate effectively and collaborate with team members to achieve common goals.
• Able to receive work instruction in both written and oral formats. Written and verbal communication is completed in a clear and organized manner.
• Seeks and incorporates feedback. Uses good judgment and solves problems within assigned scope of responsibility.
• Demonstrates accuracy, thoroughness, and efficiency; is detail oriented and conducts work with minimal errors. Meets productivity goals set by management.

Education and Experience

• High school diploma and minimum 1 year of experience in a customer service role

Physical Requirements

The usual and customary methods of performing the job's essential functions require the following physical demands: operating a computer, remaining stationary for most of the shift, and occasionally moving about the workspace. The person in this position frequently exchanges information using email and other electronic communication methods and must be able to observe and report on communication received via phone and computer.

About Us: At Watchpoint, you will work alongside a small but highly experienced multidisciplinary family, where we value and respect all individual strengths and contributions. Our mission is to be the employer of choice, achieving world class employee and customer satisfaction in the transportation and logistics industry. At Watchpoint, we recognize that employee satisfaction and engagement is the driving force to successfully realizing our Company's mission. In fact, we continuously rely on employee feedback to understand how to maximize our teams' professional and personal growth. Every member of our team is a critical component at Watchpoint.

Watchpoint Logistics, Inc. is an equal opportunity employer.