Customer Service Representative

Haversack; Davidson (NC); On-site; USD 21,000 - 30,000; Full time

Job summary

Haversack in Davidson, NC is seeking a Customer Service Representative to deliver exceptional service to customers, carriers, and brokers throughout the shipment process. You will be a key contact, responding to inquiries, resolving concerns, and maintaining accurate records to ensure needs are addressed promptly and professionally.

The ideal candidate is self-motivated, detail-oriented, with strong communication and multitasking skills, able to thrive in a fast-paced environment while

Qualifications

• Excellent verbal and written communication skills.
• Strong active-listening and interpersonal skills.
• Customer service oriented with a professional and positive approach.
• Ability to multitask and manage multiple priorities.
• Strong attention to detail and accuracy.
• Proficient with computers and able to learn new software.
• Ability to work independently and as part of a team.

Responsibilities

• Interact with customers, carriers, and brokers by telephone, email, online chat, and in person to provide support and information regarding products and services.
• Collect, verify, and accurately enter shipment details into the company platform.
• Respond to questions, concerns, and complaints from customers, carriers, and brokers in a professional and timely manner.
• Research and resolve customer issues within the scope of the position and escalate matters as needed.
• Follow up as needed to ensure appropriate actions are taken and customer concerns are resolved satisfactorily.
• Maintain accurate customer accounts and records, including documentation of inquiries, complaints, comments, and resolutions.
• Communicate relevant information clearly and professionally with internal teams and external partners.
• Perform other related duties and responsibilities as assigned.

Skills

Verbal/written comms

Active listening

Customer service oriented

Multitasking

Attention to detail

Computer proficiency

Teamwork

Education

High school diploma or equivalent

Previous customer service experience

Job description

The Customer Service Representative is responsible for providing exceptional service and support to customers, carriers, and brokers throughout the shipment process. This position serves as a key point of contact, responding to inquiries, resolving concerns, maintaining accurate records, and ensuring that customer needs are addressed promptly and professionally.

The ideal candidate is a self-motivated team player with excellent communication skills, a strong commitment to service, exceptional attention to detail, and the ability to thrive in a fast-paced environment while effectively managing multiple priorities.

Essential Duties and Responsibilities

• Interact with customers, carriers, and brokers by telephone, email, online chat, and in person to provide support and information regarding products and services.
• Collect, verify, and accurately enter shipment details into the company platform.
• Respond to questions, concerns, and complaints from customers, carriers, and brokers in a professional and timely manner.
• Research and resolve customer issues within the scope of the position and elevate matters beyond the representative’s knowledge or authority to the appropriate specialist or staff member.
• Follow up as needed to ensure appropriate actions are taken and customer concerns are resolved satisfactorily.
• Maintain accurate customer accounts and records, including documentation of inquiries, complaints, comments, and resolutions.
• Communicate relevant information clearly and professionally with internal teams and external partners.
• Perform other related duties and responsibilities as assigned.

Required Skills and Abilities

• Excellent verbal and written communication skills.
• Strong active-listening and interpersonal skills.
• Customer service oriented with a professional and positive approach.
• Ability to effectively identify, address, and resolve customer concerns and grievances.
• Strong attention to detail and accuracy.
• Proficient computer skills and the ability to learn and adapt to new software and technology.
• Ability to multitask, prioritize responsibilities, and work effectively in a fast-paced environment.
• Ability to work independently while also functioning effectively as part of a team.

Education and Experience

• High school diploma or equivalent required.
• Previous customer service experience required.

Physical Requirements

• Ability to sit for prolonged periods while working at a desk and using a computer.
• Ability to communicate effectively by telephone and electronic communication.
• Must be able to type 55+ words per minute.
• Must be able to lift and carry up to 15 pounds occasionally.
• Ability to perform the essential functions of the position with or without reasonable accommodation.

Schedule

• Monday to Friday
• Flexible scheduling is a requirement – based on business needs