CUSTOMER SERVICE REPRESENTATIVE

Position title Customer Service Representative Job Mission :

The Customer Service Representative plays a critical role in supporting the Account Manager in exceeding customer expectations through resolving issues, inputting accurate orders into the Fastmore TMS, and troubleshooting tasks alongside the Fastmore team.

Key Responsibilities :

• Schedule appointments and input load entries consistent with department process flows and customer requirements.
• Diagnose, assess, and resolve issues for your clients M-F, and as needed.
• Communicate clearly, directly, and timely with customers and co-workers through instant messages, emails, phone calls, videocalls, and in person.
• Build relationships and provide excellent customer service.

DATA INTEGRITY AND QUALITY

• Consistently achieves data integrity and meets activity timeliness, quality metrics, and goals.
• Follows processes and procedures in servicing workflow, maintaining appropriate and clear documentation of customer conversations, taking appropriate action, and following up as requested.
• Utilizes internal resources for identified processes to ensure efficiency and consistency in execution.

PEER RELATIONSHIPS AND SELF-DEVELOPMENT

• Participates in development by attending courses, seminars, classes, and webinars to enhance skills and knowledge.
• Provides feedback and shares information at team meetings.
• Suggests business process improvements to gain efficiency within the role.
• Successful and effective working relationships with our internal team (Leadership, Business Development, Account Managers Carrier Sales), our Clients and our Carriers

Job Requirements :

• Associates Degree or 2 years equivalent in Customer Service field
• Availability to respond to client escalations after traditional work hours.

Technical Requirements :

Microsoft office : Word, Excel, Powerpoint

Key Competencies :

Problem Solving : Enjoys the process of finding solutions to difficult or complex issues. Does not quit. Sees issues through until the end.

Empathetic : Is able to understand situations from someone elses perspective. Has a passion for providing an extraordinary customer experience.

Process Driven : Has the ability to perform work independently by following an associated process strictly and persistently.

Organization : Is disciplined and methodical. Detail-oriented. Is organized and orderly. Checks thoroughly to avoid mistakes. Task-oriented.

We offer our team :

Competitive compensation packages

Incentive structure

Health, dental, vision and life insurance

Casual work environment

PTO and paid holidays

401(k) and company match

Team socials

Gym membership reimbursement

Employee referral bonus

Fastmore Logistics is a fast-growing third-party logistics provider servicing freight forwarders and shippers across the US.

In 2019 Fastmore was recognized as one of Chicagos Best & Brightest companies to work for and made the list of Inc 5000 fastest growing companies for three consecutive years (2017-2019).

Fastmore was founded with one simple idea in mind to raise the bar in logistics service and offer the best customer experience by combining the latest technology and customer centric philosophy.

Our purpose :

Connecting shippers with carriers while improving the customer and carrier experience through technology, collaboration, and shipment visibility.

Core Values :

Teamwork We believe in one goal and one team.

Passion We believe that total success cannot be reached without passion.

Loyalty We are selfishly loyal to our commitments, team, and partnerships.

Transparency We believe in open and honest conversations to drive total accountability.

Job Location 1500 McConnor Parkway, Schaumburg, Illinois, 60173