Description

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.

**This is a hybrid position, must be able to reliably commute to our Burlingame, CA office twice a week **

The shift is Monday - Friday, 10:00am - 6:30pm.

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 $30 to $35 per hour. Exact compensation is based on skills, experience, education, and location.

Customer Service Agent Job Duties

• Assists in transportation arrangements, determining efficient routing methods
• Establishes contacts and builds relationships with customers to understand the customer’s needs
• Utilizes their customer service knowledge and experience to proactively update the customer and address questions regarding the status of their shipments.
• Utilizes data/reporting to identify and improve service results in order to meet customer expectations
• Executes customer workflows, preferences and SOPs and applies this knowledge to create efficient, cost-effective solutions for 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.
• Works directly with internal teams to refine and improve daily execution and ensure exceptional service is delivered to Watchpoint’s customers

Requirements

• Proficient use of computer systems and applications (e.g. MS Office, TMS) as trained/required.
• Makes the best use of available time and resources. Takes personal responsibility for the quality and timeliness of work.
• Consistently exhibits flexibility in resolving customer problems in a timely manner. Exercises good judgment in resolving general disputes or problems. 
• Able to communicate effectively and collaborate with team members to achieve common goals. Sees opportunities to supports other team members.
• Able to express ideas and information clearly, concisely, and accurately both verbally and in writing. Demonstrates active listening and seeks to understand others perspectives.
• Approaches problems with a solution focused mindset and uses judgment to resolve issues. Assists with finding root cause and implements process improvements.
• Demonstrates accuracy, thoroughness, and efficiency. Plans and organizes work, manages time well, handles multiple tasks simultaneously, and completes initiatives with minimal errors. Meets productivity goals set by management

Education and Experience

• High school diploma
• Minimum 3 years of experience in a customer service role
• Minimum 2 years of experience with CRM system, Salesforce preferred

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.

Visit us at https://www.watchpointlogistics.com