DUTIES AND RESPONSIBILITIESThe duties and responsibilities of this position consists of, but are not limited to, the following:Execution:
- Answers customer calls, chats, and/or emails quickly, addresses all customer questions and concerns
- Notates all calls and actions in appropriate places
- Performs routine tracking and tracing, updating loads as necessary
- Performs corrections to complex customer and load issues
- Proactively tracks and escalates systemic customer and load issues to appropriate parties/departments
- Follows all department and Company SOP’s
- Assists with creation and upkeep of new department SOP’s and training materials
- Assists with training new-hire Customer Support Representatives as directed by leadership/management
- Proactively motivates team and leads by example
- Fields escalated calls, emails, and live chats
Customer Service:
- Provides exemplary customer service by actively listening to customers, educating consumers when necessary, effectively identifying solutions, and taking quick actions
- Follows through on customer requests to ensure satisfaction; where applicable invites feedback and seeks suggestions for improvement
- Manages conflict and navigates difficult conversations with the customer using tact and diplomacy
- Performs duties and responsibilities with our customer’s satisfaction as the number one priority
- Proactively identifies potential issues and resolutions for customers at account and load levels
Efficiency:
- Consistently meets or exceeds all identified department metrics and quality assurance standards
- Completes activities with accuracy and compliance to CHR and customer standards
- Understands and utilizes available tools and resources—including seeking help from peers and/or leadership as necessary
- Utilizes data/reporting to identify and improve service results in order to meet company and customer expectations
- Has ability to work independently with minimal supervision
- Adheres to all project deadlines
- Other duties or responsibilities as assigned according to the team and/or country specific requirements
QUALIFICATIONSRequired:- High School certificate
- Minimum 1 year of freight industry experience
- Excellent customer service skills
Preferred:- Strong communication and interpersonal skills.
- Basic proficiency in Microsoft Office Suite of programs
- Ability to multi-task and demonstrate attention to detail and accuracy
- Prior project management experience
- Values a diverse and inclusive work environment
Disclaimer:- This job description is intended to generally describe the nature and level of work to be performed by employees in this position. It is not intended to be construed as an exhaustive list of all responsibilities and skills required of employees performing this role.
Equal Opportunity and Affirmative Action Employer
- C.H. Robinson is proud to be an Equal Opportunity and Affirmative Action employer. We believe in equality for all and celebrate the diversity of our employees, customers, and communities. We believe this increases creativity and innovation, drives business growth, and enables engaged and thriving teams. We’re committed to providing an inclusive environment, free from harassment and discrimination, where all employees feel welcomed, valued, and respected.
BenefitsAt C.H. Robinson Oceania, we are a proud Equal Opportunity employer offering flexible work to support a work/life balance along with offering a broad range of career development opportunities. We have an experienced and passionate team who work collaboratively to deliver smarter solutions for our clients. Employees have access to our well regarded, confidential Employee Assistance Program. Our Robinson Cares program allows our employees to give back to the community.
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