Customer Experience Team Member

Oak Harbor Freight Lines, Inc.; Phoenix, Northern (AZ, KY); Hybrid; USD 40,000 - 50,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

PTO accrual (80 hours in first year)

Holiday pay after 90 days

401K matching up to 5%

Job summary

Oak Harbor Freight Lines, Inc. is seeking a Customer Experience Team Member in Phoenix to deliver outstanding front-line service. You will respond to inquiries, track shipments, and resolve issues to ensure world-class customer experiences for internal and external clients.

Use company systems to manage customer data, enter pickups, and maintain relationships in a fast-paced environment. 1–2 years of customer-interaction work, MS Office and AS400 familiarity, and a HS diploma or GED are required.

Qualifications

• 1–2 years of customer-interaction experience.
• LTL freight experience is a plus.
• Excellent written and oral communication.
• Strong PC skills; MS Office; AS400 preferred.
• Detail-oriented; can manage multiple priorities.
• HS diploma or GED/equivalent required.

Responsibilities

• Respond to inquiries via phone and email to resolve issues.
• Track shipments and locate freight using troubleshooting skills.
• Enter pickup information for new requests.
• Build strong customer relationships and expand service offerings.
• Utilize company systems to manage customer and shipment data.
• Perform other duties as assigned.

Skills

Customer service

Communication

MS Office

AS400

Attention to detail

Multitasking

Education

HS diploma or GED

Tools

AS400

Job description

Oak Harbor Freight Lines is an established, successful regional trucking company covering Washington, Oregon, Idaho, Nevada, Utah, Arizona & California. As a premier carrier offering superior service, we are always interested in exceptional people with excellent skills who strive to always achieve their best.

Our Customer Experience Team Members provide the highest level of front-line customer service to Oak Harbor FreightLines internal and external customers. Team members provide troubleshooting, shipment tracking, and problem resolution to our customers on multiple levels, ensuring world class customer experience.

Essential Duties and Responsibilities

• Deliver a positive customer experience by responding promptly to inquiries, identifying customer needs through active listening and clarifying questions, and providing solutions that build trust and satisfaction.
• Respond to inbound calls and emails in a professional and courteous manner, actively addressing customer inquiries and concerns while managing call flow effectively and efficiently.
• Track freight and use troubleshooting skills to determine the location of freight that may be misplaced, late, misdirected, etc.
• Enter pick up information for new pick-up requests that come in via phones or ticketing.
• Build and maintain strong customer relationships by providing exceptional service, understanding customer needs with the goal to expand service offerings.
• Utilize company systems and technology tools to accurately manage customer and shipment information, research inquiries, and provide timely solutions to customer questions and issues.
• Other duties as assigned.

Experience, Skills and Qualifications

• 1-2 years’ experience in a role requiring extensive customer interaction.
• Experience in a LTL freight company is a plus.
• Demonstrated ability to work with challenging or difficult customer situations and resolve issues successfully.
• Excellent communication skills, both written and oral.
• Strong PC proficiency and experience using MS Office products. AS400 experience preferred but not required.
• Strong attention to detail and demonstrated ability to organize multiple priorities simultaneously.
• Comprehensive medical, dental, and vision insurance with multiple plan options to fit your needs.
• Employee-only coverage pays up to 2% of gross income.
• Family coverage pays up to 4% of gross income.
• 401K – 100% match up to 5% of employee’s contribution.
• Accrue 80 hours of PTO within the first 11 months.
• Holiday pay after your 90 days.
• H.S. diploma or GED/equivalent is required.

Oak Harbor Freight Lines is an Equal Opportunity Employer