SHIPPER SUPPORT REPRESENTATIVE

GLS US GROUP; Arizona; On-site; USD 36,000 - 48,000; Full time

Job summary

GLS is hiring a Shipper Support Representative in Arizona to assist shippers across chat, email, and phone, answering operating or procedural questions about GLS applications, products, or services.

You will handle deliveries tracking, pickups, scheduling, and complaints while maintaining a customer-first attitude, promoting professionalism, and working with the team to ensure satisfaction.

Qualifications

• High School diploma or GED or equivalent education.
• Must be at least 18 years old.
• Excellent verbal and written communication skills.
• Excellent telephone personality skills.
• Proficient with Microsoft Office (Excel, Outlook, Word).
• Demonstrated customer service or call center experience.
• Familiarity with Salesforce and Talk Desk.

Responsibilities

• Assist shippers through GLS via chat, email, or phone.
• Provide professional support and ensure customer satisfaction.
• Assist customers with tracking deliveries and pickups, scheduling pickups, and resolving complaints.
• Promote a customer-first environment and maintain diplomacy and tact in all interactions.
• Verify resolutions and ensure customer concerns are addressed.
• Submit requests for account changes per standard operating procedures.
• May perform additional duties beyond listed responsibilities.

Skills

Communication skills

Telephone skills

Organizational skills

Customer service experience

Microsoft Office

Education

High School Diploma / GED

Tools

Salesforce

Talk Desk

Job description

Requirements

PRIMARY FUNCTION

The Shipper Support Representative will take part in supporting shippers over our different forms of communication. This includes assisting shippers via chat, email, or phone. The Shipper Support Representative will assist customers with operating or procedural questions with our applications, products, or services.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES

• Assist shippers through any GLS related form of communication (chat/email/phone)
• Foster and maintain a positive work environment for all teams
• Always promote a "customer first" environment
• Assist customers with service questions, tracking deliveries and pick-ups, scheduling pick-ups and resolving complaints
• Verify suggested solutions effectively resolve the customer's concern through verbal or email feedback
• Provide professional support and ensure customer satisfaction
• Customer interactions must be handled with diplomacy and tact
• Offer customers pricing/services that align with their shipping needs
• Meet established standard of handling customer interactions in a high level of customer service
• Recommend and submit requests for account changes within standard operating procedures
• May be required to perform tasks beyond those explicitly listed in this role.

FUNCTIONAL REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• High School diploma or general education degree (GED) or one to three months related experience and/or training or equivalent combination of education and experience.
• Must be able to lift 75 lbs. Must be at least 18 years of age.
• Excellent verbal and written professional communication skills
• Excellent telephone personality skills
• Highly energetic, motivated self-starter
• Decision making, problem resolution, and creative thinking skills
• Proficient with Microsoft Office (Excel, Outlook, Word)
• Demonstrated ability to be organized, take initiative, and follow up independently
• Meet attendance schedule with dependability and consistency
• Detail oriented
• Demonstrated track record of customer service call center experience
• Familiarity with software applications Salesforce and Talk Desk

EEO STATEMENT

General Logistics Systems US is an Equal Employment Opportunity (EEO) employer and is committed to a diverse workforce. We welcome all qualified applicants to apply to GLS, and we strive to select the best qualified applicant for each position in our organization. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law. GLS complies with all laws and regulations relating to employment discrimination and is always committed to doing what's right.