Customer Service Representative - Final Mile

Customer Service Representative

NXTPoint Logistics provides a complete range of end-to-end supply chain solutions spanning from distribution, warehousing and fulfillment to managed logistics, transportation and final mile delivery. It leverages broad 3PL capabilities, market-leading technology and deep vertical industry expertise to help both large and small clients reach greater levels of efficiency, service and profitability. With over 30 owned facilities, more than 3.5 million square feet of warehouse space and an extensive partner network, NXTPoint Logistics offers the broad capabilities and reach of a large 3PL company while maintaining its commitment to being the most flexible and responsive provider in the industry.

The Customer Service Representative will maintain all client / customer relations and correspond with internal team members as well as assisting internal leadership to create and uphold a cohesive customer experience. This position will also assist with system administration in completing processes and procedures.

Essential Duties and Responsibilities

• Provides timely and accurate information in response to incoming customer, client, and agent phone calls and email messages
• Addresses and responds to customer inquiries, researching issues further as needed and following up accordingly
• Correspond with designated internal point of contact for customer relations and researching orders
• Updates and maintains appropriate systems with accurate and timely data in all platforms, including notes, relevant information, and conversations had with the customers
• Attends client requested calls and reviews as needed
• Adheres to client requirements and company policies
• Assists customers and client representatives by coordinating services and updating appropriate systems
• Maintains information relevant for client and / or internal reporting needs
• May assist with internal operational procedures as necessary as they relate to customer activities
• Provides backup to internal team members as needed

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education & Experience : High School Diploma, GED, or equivalent required. Some college preferred. Minimum two (2) years' experience in a customer service or call center environment required. Bilingual in Spanish preferred.

Knowledge, Skills, and abilities : Solid mathematic and financial accounting principles. Proficiency with all MS Word programs (e.g., Excel, Outlook) and ability to quickly learn new systems, if applicable. Operates with a customer service mentality. Ability to multi-task in a fast-paced environment. Ability to work in a team environment and demonstrate flexibility and patience. Excellent organization and problem-solving skills. Excellent oral and written communication and interpersonal skills. Ability to manage multiple party communications utilizing various forms of software technology. Must be able to periodically work a flexible schedule. Ability to sufficiently read, speak, and write English in order to understand and give directions, and to complete paperwork accurately. Ability to operate a variety of standard office equipment as dictated by the duties of the job and perform data entry and typing functions.

Physical / Environmental Demands

Physical Activity Level : While performing the duties of this job, the employee is regularly required to stand, walk, sit, use hands to finger, handle or feel; reach with hands and arms; see clearly and talk or hear. The employee may occasionally lift and / or move up to 20 pounds unassisted. Must be able to use hands and feet simultaneously and for repetitive movements.

Working Conditions : Cubicle working environment. Noise level in the work environment is usually moderate. Some facilities may cause exposure to warehouse working environment where loud noises are typical and exposure to varying weather temperatures may exist.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.