Logistics Customer Service Specialist (2nd Shift)

Aston Carter; Newark (NJ); On-site; USD 39,000 - 41,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401(k)

Paid time off

Disability insurance

Life Insurance

Transit benefits

Job summary

Aston Carter is seeking a Customer Service Representative for the 2nd shift in Newark, NJ. This onsite role focuses on resolving shipment-related inquiries, holds, and cross-functional collaboration with operations and other teams.

You will handle holds, provide issue resolution, and support process improvements while maintaining adherence to policies and ensuring timely customer package processing. This temporary position offers pay per hour and standard benefits where eligible.

Qualifications

• 24 years of related work experience in customer service or a similar role.
• High school diploma or equivalent.
• Strong customer service and conflict resolution abilities.

Responsibilities

• Resolve customer-related inquiries and issues, including shipment holds, processing issues, and other holds-related items.
• Act as a liaison between the Customer Service Department and internal and external customers to provide support, troubleshooting, research, and issue resolution.
• Achieve high service levels through effective client communication, implementation of solutions, and thorough follow-up.
• Promote and contribute to a collaborative team environment within customer service and operations.
• Assist the Customer Service Supervisor in reviewing customer and internal processes and recommend improvements to maximize efficiency.
• Identify root causes of shipment holds and work directly with customers to correct issues at the source to reduce overall holds.
• Work closely with the CSR Holds team and Operations team to ensure proper and expedited resolution of all customer holds.
• Collaborate with Operations, Customer Service, Loss Prevention, and other business areas to identify root causes, streamline processes, and improve holds resolution times.
• Support the Customer Service Supervisor in addressing and resolving escalated customer and operations issues.
• Ensure consistency within the department and adherence to established policies, procedures, quality standards, and interpretations of new or changing policies.
• Provide training and guidance to Operations staff on topics related to holds, damages, and returns.
• Assist the Customer Service Supervisor with ensuring Customer Holds SOP compliance in all distribution centers.
• Foster cooperation between Customer Service and Operations to ensure customer packages are processed accurately and on time.
• Work with CRM and Customer Service teams to address and resolve customer issues efficiently.
• Perform other related duties as assigned by leadership.

Skills

Customer service

Conflict resolution

MS Office

Education

High school diploma or equivalent

Job description

Aston Carter is seeking a Customer Service Representative for the 2nd shift in Newark, NJ. This onsite role focuses on resolving shipment-related inquiries, holds, and cross-functional collaboration with operations and other teams.

You will handle holds, provide issue resolution, and support process improvements while maintaining adherence to policies and ensuring timely customer package processing. This temporary position offers pay per hour and standard benefits where eligible.