Customer Service Specialist

This Customer Service Specialist plays a crucial role in ensuring a positive customer experience, efficient operations, and the overall success of the semi-trucking company. Their responsibilities encompass various aspects of customer service, communication, problem-solving, and data analysis to meet the needs of a business. 

Roles and Responsibilities:

Customer Relationship Management

• Build and maintain strong relationships with customers, including shippers, receivers, and drivers.
• Serve as the primary point of contact for customer inquiries, concerns, and requests.
• Ensure a high level of customer satisfaction by addressing customer needs promptly and professionally.

Order Processing

• Receive and process customer orders for transportation services.
• Coordinate and schedule shipments in accordance with customer requirements.
• Verify and confirm order details, pricing, and delivery instructions.

Problem Resolution

• Resolve customer complaints, issues, and disputes in a timely and effective manner.
• Collaborate with other departments, such as logistics and operations, to find solutions to customer problems.
• Ensure that customer concerns are addressed and resolved to their satisfaction.

Communication

• Maintain open and clear communication with customers, keeping them informed about the status of their shipments.
• Provide timely updates on any delays, changes, or issues that may affect delivery times or services.
• Communicate proactively to prevent potential problems and manage customer expectations.

Documentation

• Maintain accurate and organized records of customer interactions, orders, and complaints.
• Prepare and process necessary documentation for shipments, including bills of lading, invoices, and customs forms.
• Ensure compliance with all regulatory and company requirements regarding documentation.

Data Analysis

• Analyze customer data and feedback to identify trends, patterns, and opportunities for improvement.
• Use data insights to make recommendations for enhancing customer service and operational efficiency.

Team Collaboration

• Collaborate with the sales team to identify upsell and cross-sell opportunities.
• Work closely with colleagues in logistics, dispatch, and warehousing to coordinate seamless customer experiences.
• Share customer feedback and insights with the team to drive continuous improvement.

Training and Development

• Stay updated on industry trends, regulations, and best practices related to customer service.
• Participate in ongoing training and development programs to enhance customer service skills.

Quality Assurance

• Monitor and assess the quality of customer service provided by the team.
• Implement quality improvement initiatives and ensure adherence to service standards.

Customer Satisfaction Surveys

• Conduct customer satisfaction surveys to gather feedback and measure performance.
• Use survey results to identify areas for improvement and implement changes accordingly.

Emergency Response

• Be available for after-hours or emergency customer support as needed.
• Handle critical situations with professionalism and urgency.

Reporting

• Generate regular reports on customer service metrics, such as response times, resolution rates, and customer satisfaction scores.
• Present findings and recommendations to management for strategic decision-making.

جميع الحقوق محفوظة لموقع جوبس.

Bachelor's degree or higher in business administration or marketing or other related disciplines;

Must have at least 2 years of professional experience;

Must be fluent in English 

Interested and qualified candidates must submit their cover letter and CV to :

[email protected]

Deadline: 31 Jan 2024

Applications that do not meet the minimum requirements listed above will not be considered. Please ensure that all necessary documents are uploaded, as incomplete applications and/or corrupt files may delay processing of your application or remove you from consideration.