SHIPPER SUPPORT REPRESENTATIVE

General-Logistics-Systems-4; Mesa (AZ); On-site; USD 32,000 - 42,000; Full time

Job summary

General Logistics Systems US is seeking a Shipper Support Representative to assist shippers by chat, email, and phone, addressing operating questions about GLS applications, products, or services. You will help ensure smooth deliveries and pickups and resolve issues with a customer-first approach.

The role emphasizes accurate problem solving, professional communication, and the ability to work in a fast-paced environment while maintaining high customer satisfaction and adherence to standard

Qualifications

• High School diploma or GED or equivalent with related experience.
• Strong verbal and written communication skills.
• Proven customer service and call center experience.

Responsibilities

• Assist shippers via chat, email, or phone.
• Promote a customer-first environment.
• Help with service questions, tracking deliveries, scheduling pickups and resolving complaints.
• Verify solutions are effective through follow-up feedback.
• Provide professional support and ensure customer satisfaction.
• Interact with customers with diplomacy and tact.
• Suggest pricing/services that meet shipping needs.
• Meet standards for high-quality customer interactions.
• Submit account change requests per procedures.
• May perform additional duties beyond listed responsibilities.

Skills

Customer support

Chat/Phone/Email

Problem solving

Communication

MS Office

Education

High School diploma or 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.