Customer Support Representative

C.h. Robinson Worldwide; Honolulu (HI); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Medical plans

Dental and Vision

401(k) with company matching

Paid time off

Career development opportunities

Job summary

C.H. Robinson is seeking a Customer Support Representative in Honolulu to deliver world-class service by handling platform and shipping questions, performing tracking and tracing, and troubleshooting site and load issues.

You will field inquiries via phone, email, and live chat, notate actions, and escalate complex issues as needed. Applicants should have strong communication skills, basic Microsoft Office proficiency, and at least one year of customer service experience.

Qualifications

• High school diploma or GED required.
• Strong written and verbal communication skills.
• Basic proficiency with Microsoft Office Suite.
• Ability to multitask and maintain accuracy under pressure.
• Minimum 1 year of customer service experience.

Responsibilities

• Answer customer calls, chats, and emails promptly, addressing questions and concerns.
• Notate calls and actions in appropriate systems.
• Perform routine tracking and tracing, updating loads as needed.
• Troubleshoot site and load issues and provide solutions.
• Escalate larger issues to appropriate teams while following SOPs.

Skills

Communication skills

Customer service experience

Microsoft Office

Attention to detail

Multi-tasking

Education

High School diploma or GED

Tools

Microsoft Office

Job description

The Customer Support Representative is responsible for delivering world-class customer service by fielding general questions about our platform and shipping; performing routine tracking and tracing of shipments; and troubleshooting site and load issues. The role involves customer‑facing work driven by phone calls, emails, and live chat.

Responsibilities

• Answers customer calls, chats, and/or emails quickly, addressing all customer questions and concerns.
• Notates all calls and actions in appropriate places.
• Performs routine tracking and tracing, updating loads as necessary.
• Performs corrections or updates to minor load issues.
• Provides solutions to site‑related issues and/or triages issues as necessary.
• Escalates larger customer and load issues to appropriate parties/departments.
• Follows all department and Company SOPs.
• 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.
• 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.
• Has ability to work independently with minimal supervision.
• Other duties or responsibilities as assigned according to the team and/or country specific requirements.

Qualifications

• High School diploma or GED.
• Strong communication and interpersonal skills.
• Basic proficiency in Microsoft Office Suite of programs.
• Ability to multi‑task and demonstrate attention to detail and accuracy.
• Minimum 1 year of customer service experience.
• Values a diverse and inclusive work environment.

* 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.

Benefits

• Two medical plans (including a High Deductible Health Plan)
• Prescription drug coverage
• Enhanced Fertility benefits
• Flexible Spending Accounts
• Health Savings Account (including employer contribution)
• Dental and Vision
• Basic and Supplemental Life Insurance
• Short‑Term and Long‑Term Disability
• Paid and floating holidays
• Paid time off (PTO)
• Paid parental leave
• Paid time off to volunteer in your community
• Charitable Giving Match Program
• 401(k) with 6% company matching
• Employee Stock Purchase Plan
• Broad range of career development, networking, and team‑building opportunities

Equal Opportunity and Antidiscrimination Statement

C.H. Robinson is proud to be an Equal Opportunity and Antidiscrimination employer. We believe in equality for all and celebrate the diversity of our employees, customers, and communities. We are committed to providing an inclusive environment, free from harassment and discrimination, where all employees feel welcomed, valued, and respected. AFFIRMATIVE ACTION EMPLOYER/EOE/M/F/Disabled/Veteran.