Customer Support Specialist

Great Lakes Transport Solutions; Town of Amherst (NY); On-site; USD 25,000 - 30,000; Full time

Benefits offered by this job

401(k) with company matching

Medical, Dental, Vision Insurance

Disability Insurance

Paid Time Off

Casual Dress Code

Monthly Contests

Job summary

Great Lakes Transport is seeking a Customer Support Specialist to work with Account Managers, assisting daily workflows and administrative tasks. You will help maintain relationships with customers, carriers, shippers, and receivers, and schedule pickups and deliveries to meet service parameters.

The ideal candidate has logistics experience, strong communication, and thrives in a fast-paced environment. Base salary with bonus; benefits and retirement plans are included.

Qualifications

• Minimum 1 year in customer service, sales, or operations.
• Logistics experience is a plus.
• Strong communication and problem-solving abilities.
• Proficient with MS Office; ability to learn logistics software quickly.

Responsibilities

• Build loads and set appointments.
• Enter all load information to ensure data integrity.
• Support Track and Trace for on-time pickups and deliveries.
• Set pick-up and delivery appointments as needed.
• Communicate with internal and external groups on high-priority loads.
• Handle customer interactions via email and phone.
• Maintain knowledge of rate quoting tools.
• Assist Sales/SDR with onboarding and carrier sourcing.
• Support customer relationships and retention.

Skills

Customer service

Multitasking

Attention to detail

Communication

Time management

Microsoft Office

Problem solving

Education

High School Diploma

Bachelor's degree preferred

Tools

Logistics software

Rate quoting tools

Job description

Great Lakes Transport is looking for motivated, self-starters who are eager to learn, earn, and advance in an ever-growing industry.

As a Customer Support Specialist, you will work closely with assigned Account Managers to assist them in their daily workflows and administrative tasks. You will help maintain and further develop quality relationships with existing customers, carriers, shippers and receivers, schedule/reschedule pickup and delivery appointments, provide necessary information to internal departments to meet service parameters required by the customer.

The ideal candidate will have a strong background in transportation logistics, excellent communication skills, and the ability to thrive in a fast-paced environment.

DescriptionPrimary Duties & Responsibilities:

• Build loads/set appointments
• Enter all necessary load information to ensure data integrity
• Help support Track and Trace for on time pickups and deliveries and update
• Set pick-up and delivery appointments, as needed
• Communicate with internal and external groups, especially on high priority loads and customers
• Conduct customer interactions via email and phone contact
• Maintain expertise and provide support with rate quoting tools
• Assist Sales/SDR team with new customer onboarding and carrier sourcing
• Support building and maintaining customer relationships and improve customer retention
• Acquire and retain knowledge of each major customer’s needs
• Assist customers with any special needs (pricing, trailer type, bracing, pads, etc.).
• Maintain and further develop customer and warehouse relationships through daily communication
• Document all special service requirements of customers and warehouses
• Represent the customer when working with contracted carriers
• Identify and communicate ways the company can continuously improve in its operations
• Execute Account Manager responsibilities when they are out of the office or unavailable

Requirements:

• Minimum 1-year experience in customer service, sales, or operations role
• Logistics experience is a plus
• Attention to detail and the ability to problem-solve
• Solid organization and time-management skills
• Able to multi-task in a fast-paced environment
• Solid computer skills in Microsoft Office Products with the ability to learn logistics software quickly
• Able to communicate clearly and concisely, in written and verbal communications

What’s in it for you?

• Base Salary + bonus
• Exciting, team-focused work environment
• Monthly contests
• 401(k) with company matching
• Medical, Dental, Vision, Disability Insurance
• Employee PTO Program
• Casual Dress Code

Education:

• High School Diploma RequiredBachelors (Preferred)

Salary:$18-22/hr(based on experience) + performance-based bonus (quarterly) On-target earnings: $50,000-60,000

Hours of Operation:Great Lakes Transport's standard business hours are 8 am - 5 pm EST, Monday through Friday

Measures of Success:

• On-time performance to customer and Account Manager expectations
• 100% load and appointment accuracy
• 100% email/phone response rates to customer and internal business relationships

Great Lakes Transport is an equal opportunity employer (EOE) and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.