Customer Care Specialist
- Handles inbound calls and emails, resolves escalated inquiries, and ensures a positive customer experience.
- Investigates freight issues, manages claims processes, and applies policies to resolve disputes fairly and efficiently.
- Coordinates with terminal operations and dispatch to confirm availability, schedule deliveries, and resolve conflicts.
- Prepares and reviews shipment and dispute paperwork for accuracy and completeness.
- Supports billing, data entry, and recordkeeping while maintaining up-to-date terminal information.
- Conducts driver check-ins to verify deliveries and address service-related concerns.
- Investigates OS&D exceptions and resolves issues promptly in accordance with company procedures to minimize potential claims.
- Identifies recurring service issues and recommends improvements to enhance the customer experience.
- Must be at least 18 years of age.
- High school diploma or GED.
- Authorized to work in the United States.
- Read, write, communicate and comprehend the English language in order to perform the various tasks of the job, including but not limited to: converse with co-workers and members of the general public, including customers; understand oral and written instructions as well as governmental regulations; respond to questions and inquiries from management and government representatives; and accurately complete various documents, reports and records required of the position.
- 5+ years of transportation, customer service, or related experience.
- Working knowledge of Microsoft Office.
- Works primarily in a terminal office environment with frequent computer and phone use.
- Sits for extended periods while performing data entry and administrative tasks.
- Walks through warehouse and dock areas as needed, with exposure to noise, dust, and varying temperatures.
- Communicates regularly with drivers, coworkers, and customers in person, by phone, and electronically.
- Occasionally lifts or carries office supplies or small packages up to 20 pounds.
- May be required to wear safety gear such as high-visibility vests, hearing protection, or safety footwear in operational areas.
- Work hours may extend beyond the standard schedule during peak periods or to resolve service issues.
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