Senior Logistics Concierge (Ready Logistics)

Cox; Phoenix (AZ); Hybrid; USD 30,307 - 45,460; Full time

Benefits offered by this job

Paid time off

Paid holidays

Bereavement leave

Job summary

Cox in Phoenix, AZ, seeks a Senior Logistics Concierge to advocate for clients, resolve issues, and own tasks in a hybrid work environment. You will leverage knowledge bases, platforms, and teamwork to ensure accurate resolutions while maintaining high client satisfaction.

Responsibilities include managing documentation, onboarding assistance, and cross-functional collaboration to meet performance criteria. Local candidates within 50 miles of the office are preferred.

Qualifications

• High School Diploma or GED with 5 years in a related field, or an advanced degree/certification with 3 years of related experience, or 7 years in a related field.
• Experience with escalation calls in a customer service environment.
• Working knowledge of Microsoft Office and Salesforce.

Responsibilities

• Resolve client needs using knowledge base and resources to ensure satisfaction.
• Manage a high volume of tasks with accurate documentation and timely resolution.
• Maintain client records and communicate effectively across platforms.
• Assist clients with onboarding and provide status updates on applications.
• Escalate issues per KPIs and communicate usage of client tools.

Skills

Escalation handling

Customer service

Multichannel communication

Bilingual

Education

High School Diploma/GED

Any higher degree/certification

Tools

Microsoft Office

Salesforce

Job description

As the Senior Logistics Concierge, you will serve as the client advocate and will be responsible for the client satisfaction based on task ownership and accurate resolution in a hybrid environment. You will manage a high volume of tasks that require you to leverage various resources to identify the client's need, clarify and communicate information, research issues, and provide effective resolution while keeping the client satisfaction at the core of every decision and behavior.

Location Requirements:

4615 E. Elwood St. Suite 400 Phoenix, AZ 85040

This is a hybrid position, and the selected candidate must reside within 50 miles of the office and be willing to report to the office:

Key Responsibilities:

• Become proficient in all knowledge base requirements to resolve clients' needs as efficiently as possible
• Become proficient in all platforms, systems, and tools used to maintain client records, transactions, documentation, and relevant data
• Maintain accurate documentation of client conversations and requests to support seamless handoffs and ensure client profile accuracy
• Manage high volume of tasks in a timely and efficient manner
• Identify client needs, research issue and provide solutions and/or alternatives
• Build sustainable relationships and engage clients by providing best-in-class service
• Meet and/or exceed established inbound call quality guidelines and key performance criteria
• Provide excellent client service and advocacy
• Work across the organization as needed to resolve client requests
• Assist clients with the onboarding process by providing status of application and registration process, guidance of next steps, and answer any questions
• Work orders are escalated in accordance with our key performance criteria
• Effectively communicate to the client how to use any of our client facing tools
• Perform other duties as deemed necessary by management

Minimum Qualifications:

High School Diploma/GED and 5 years' experience in a related field. OR the right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and 3 years' experience; OR 7 years' experience in a related field

Experience with Escalation Calls in a Customer Service Environment

Working knowledge and proficiency with Microsoft Office applications and Sales Force

What We Look For (Preferred):

Experience in logistics in the automotive industry

Trained in Multi- Channel Communication

Bilingual

USD 22.02 - 33.08 per hour

Compensation:

Hourly pay rate is in the range of $22.02 - $33.08/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.

Benefits:

Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.

EOE, including disability/vets