What are the responsibilities and job description for the Customer Service Specialist position at Priority Worldwide Services?
Description
Priority Worldwide is a full-service logistics provider operating around the globe. Our philosophy is to ensure the Ultimate Customer Experience and facilitate the creation of new, sustainable business through enhanced team cooperation and employee awareness.
We are seeking a responsible, hardworking, detail-oriented Customer Service Specialist to join our growing team in our headquarters location. The ideal candidate will be able to build relationships with our clients and ensure white-glove service through-out their shipping experience with Priority Worldwide. As a full service freight forwarder, cargo moves either air, ocean or road, including clearance and delivery. At the heart of the position, you will be responsible for customer satisfaction. Customer Service Specialist work hand and hand with the operations and sales team to ensure all terms and conditions are being met.
A strong candidate will contribute to the high quality of Priority Worldwide’ s team, and as result, gain much respect from within the company and abroad. Candidates must be accommodating to diverse cultures and willing to work with people that may possess few English-speaking skills. A friendly-professional attitude and teamwork are essential to success in this role.
Daily Responsibilities:
- Provide customer support for domestic & international customers.
- Responsible for tracking international & domestic shipments.
- Answer telephone and responding to both customer and vendor needs via phone or email.
- Maintaining positive relationships with vendors, carriers and customers
- Thorough tracking of all shipments from pick up to delivery.
- Extensive interaction with the operations team to ensure that pickups/deliveries are executed as scheduled.
- Update customer of any delays with shipments and notes in EDI internal & client visible notes
- Seek alternate shipment methods when shipments are delayed by working with Operations Team.
- Build rapport with customers by consistent communication via telephone and email.
- Follow up with customers to provide tracking information and highlight positive shipment experiences.
- Daily interaction with the Sales Team keeping them informed of any shipment delays that pertain to their customers.
Requirements
- 1-2 years of previous logistics, ocean/air freight, or customer service experience is required.
- Proficiency with Windows XP, MS Office, Adobe, and sufficient computer skills.
- Additional software programs used are: Cargowise (EDI).
- Sufficient writing skills to enter internal/external notes in Cargowise, communicate via email with vendors and clients.
- Strong organizational skills to ensure accurate and timely completion of tracking duties.
- Strong team ethic; promote and ensure strong team environment.
- Friendly and professional customer-oriented phone skills.
- Recognition of importance of customer satisfaction and good vendor relations.
- Ability to deal with stressful situations and rebound to keep up morale.
Benefits
- Comprehensive Benefits Package (Health, Dental, Vision)
- 401(k) Retirement plan (3% company contribution)
- Paid Time Off
- Paid Volunteer Days
- Quarterly Bonus Program
- 29E College Savings Plan
- Term Life Insurance Policy
- Voluntary Lines of Coverage: short & long term disability
- Paid Professional Development
Priority Worldwide is an equal opportunity employer. We are committed to merit-based hiring and creating a fair and equitable workplace for all employees.