Customer Service Representative

Description

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Position Overview:  The Customer Experience Specialist is a customer-focused professional responsible for supporting exceptional service delivery across a broad range of accounts. Acting as a trusted resource for customers and internal teams, this role helps drive positive customer outcomes through proactive communication, collaboration, and problem-solving. The Specialist contributes to service excellence, operational effectiveness, and long-term customer satisfaction.

The Specialist works closely with Advisors and operational teams to address customer needs, identify opportunities for improvement, and support sustainable solutions. This role also contributes to process improvement initiatives, maintains accurate documentation, and supports knowledge sharing across the team. The Customer Experience Specialist plays an important role in strengthening customer relationships and enhancing the overall customer experience.

Essential Duties and Responsibilities: 

Case Management & Issue Resolution

• Manage and coordinate customer inquiries and service requests with professionalism, responsiveness, and a focus on positive outcomes.
• Conduct detailed reviews of customer concerns and identify opportunities to enhance service delivery and customer satisfaction.
• Ensure timely follow-up and successful resolution in alignment with established service standards and customer commitments.

Operational Support & Monitoring

• Monitor daily operations and assist in tracking key performance indicators such as service levels, turnaround times, and resolution effectiveness.
• Identify service trends and opportunities for continuous improvement, escalating matters when additional support is required.
• Provide timely updates and valuable insights to internal teams regarding ongoing customer requirements and service activities.

 Root Cause Identification

• Support continuous improvement initiatives by gathering data, reviewing trends, and documenting observations and recommendations.
• Contribute to the implementation of sustainable solutions that improve service quality, operational efficiency, and customer satisfaction.

 Cross-Functional Collaboration

• Work collaboratively with internal departments (operations, dispatch, billing, etc.) to support customer success and deliver effective solutions.
• Participate in problem-solving discussions and contribute ideas that strengthen service delivery and improve the customer experience.

Customer Communication

• Maintain clear, professional, and proactive communication with clients regarding service updates, solutions, and progress.
• Build trust and confidence by setting clear expectations and consistently delivering on commitments.

Process Improvement & Knowledge Sharing

• Identify opportunities to enhance workflows, procedures, and the overall customer experience.
• Contribute to documentation, standard operating procedures, and knowledge base updates that support operational excellence.
• Support the onboarding, development, and ongoing guidance of Customer Experience Associates. Customer Communication

Qualifications

Essential Competencies

• Strong Communication & Active Listening
• Customer Focus & Service Orientation
• Problem Solving & Analytical Thinking
• Adaptability & Flexibility
• Time Management & Prioritization
• Attention to Detail & Accuracy
• Ownership & Accountability
• Collaboration & Team Support

 Technical Skills

• Proficiency with Microsoft Office tools
• Experience with operational systems (e.g., Truck Mate, Bringg) considered an asset
• Ability to navigate multiple systems and interpret operational data

 Qualifications

• Relevant customer service experience in transportation, logistics, or a related field
• Strong troubleshooting and investigation skills
• Ability to manage multiple priorities in a fast‑paced environment

 Working Conditions

• Dynamic environment
• Frequent interaction with operational teams in support of customer success and service excellence Opportunity to contribute to process improvements and initiatives that enhance customer and operational outcomes 

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.