Customer Service Specialist

Envirotainer AB; Irving (TX); Hybrid; USD 50,000 - 70,000; Full time

Benefits offered by this job

Health insurance

Health savings account

Life insurance

Paid time off

Vision insurance

401(k)

401(k) matching

Employee assistance program

Job summary

Envirotainer, a global leader in temperature-controlled pharmaceutical transport, seeks a Customer Service Specialist to act as the liaison between customers and partners. You will handle orders, calls, and emails, resolve tier 1 issues, and ensure timely, accurate information is provided through our systems.

Ideal candidates have 5–7 years of customer support experience, familiarity with CRM practices, and a background in logistics or 3PL/4PL services.

Qualifications

• Bachelor's degree preferred.
• Proven customer support experience or experience as a client service representative (5-7 years preferred).
• Experience with and knowledge of 3PL/4PL service providers (including shipping, trucking, rail).
• Operational and/or Logistics background is advantageous.
• Familiarity with CRM systems and practices.

Responsibilities

• Serves as the first point of contact for all our customers and consistently deliver professional support and service.
• Manage incoming orders, calls and e-mails, including making changes to orders.
• Manage all incoming cases, prioritize importance and distribute cases to second line support as required.
• Provide customers with accurate, valid and complete information by using the right methods/tools with regards to our systems and troubleshooting for our products.
• Manage customer concerns by documenting all the necessary details, provide appropriate solutions and alternatives.
• Keep detailed records of customer interactions, process customer accounts and file documents.
• Work actively to manage both internal and external relationships.

Skills

Customer service

CRM systems

3PL/4PL logistics

Communication

Education

Bachelor's degree

Tools

CRM software

Job description

Envirotainer transports life-saving pharmaceuticals around the world with innovative temperature-controlled solutions.

With 40 years leading the industry, the world's largest pharmaceutical companies trust us to deliver. We offer the widest choice of cold chain solutions with a range of shipment monitoring services, all backed by our extensive global network to get your product to where it needs to be, precisely when it needs to be there.

Being the first point of contact the Customer Service Specialist acts as the liaison between our company, customers and partners by providing product and services information and resolve any problems that our clients might face.

While providing the highest level of customer service, keeping customer satisfaction at the core of every decision and behavior, Customer Service Specialists manage orders, incoming calls and e-mails to resolve tier 1 requests in a timely manner.

Duties

• Serves as the first point of contact for all our customers and consistently deliver professional support and service.
• Manage incoming orders, calls and e-mails, including making changes to orders.
• Manage all incoming cases, prioritize importance and distribute cases to second line support as required.
• Provide customers with accurate, valid and complete information by using the right methods/tools with regards to our systems and troubleshooting for our products.
• Manage customer concerns by documenting all the necessary details, provide appropriate solutions and alternatives.
• Keep detailed records of customer interactions, process customer accounts and file documents.
• Work actively to manage both internal and external relationships.

Experience / Requirements

• Bachelor's degree preferred
• Proven customer support experience or experience as a client service representative (5-7 years preferred)
• Experience with and knowledge of 3PL/4PL service providers (including shipping, trucking, rail)
• Operational and/or Logistics background is advantageous
• Familiarity with CRM systems and practices

Interpersonal skills

Our core values are essential to us; Trustworthiness, Passion, Agility and Team spirit. To be successful in your role at Envirotainer you need to demonstrate the following interpersonal skills;

• Professional, and act with integrity and take responsibility for your work and actions
• Open, honest and transparent in your communication
• Pragmatic, creative and solution-oriented approach to how you perform work within the areas of your responsibility
• Strive to be agile and to act fast with a focus on execution and growth
• Well-developed customer and service orientation towards colleagues and partners
• 401(k)
• 401(k) matching
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Work location

• Hybrid remote in Irving, TX 75039