Customer Service Representative

We are currently looking for Customer Service Representative to come on-board for a Contract to Hire role with one of our Logistic Organizations in the Chicago Area.  Multiple years of experience as Customer Service Representative and advanced Excel experience, especially with pivot tables, is required.

This person will work as a liaison between the Billing, Commercial, Support, Operations, and customers to ensure that all specifications are met. The ideal candidate will have 3+ years of experience as a CSR, able to work a hybrid schedule, and if you have experience within the Logistics space it would be a major plus.

Responsibilities
• Build effective relationships with internal and external customers.
• Act as a liaison for our facility and with the rest of our organization to ensure that all parties understand all customer expectations including but not limited to the following: any SLA (service level agreements), job requirements, schedule information, special instructions, delivery expectations, cost components, sell rates, etc.
• Answer and track all incoming customer inquiries/issues, owning and closing the issue. Provide regular timely and thorough responses to ensure customer satisfaction, especially for escalated issues.
• Schedule any pick-ups necessary for customers
• Analyze customer schedules to ensure we meet expectations
• Partner with internal departments to ensure alternative solutions are provided for the client if expectations are at risk
• Meet all business unit goals and individual goals/metrics.
• Must always demonstrate professional behaviors.
• Perform other duties as assigned.

Requirements & Skills

• Bachelor’s degree in discipline related to functional work roles with 3+ years of relevant work experience with international mail & parcel logistics OR demonstrated ability to meet the job requirements through a comparable number of years of applicable work experience.
• Able to apply broad work experience and knowledge when analyzing complex problems.
• Must be able consistently identify critical elements, variables, and alternatives to develop solutions.
• Must be able to organize/prioritize existing resources and incorporate new information, as needed, to implement the most effective solutions.
• Able to communicate clearly and courteously with those who need to know of decisions/actions/problems.
• Able to apply excellent business acumen and collaborative skills when resolving problems.
• Able to apply excellent functional computer knowledge in utilizing Microsoft Windows, Microsoft Office software (highly recommended to be at least highly proficient in Microsoft Excel), MAC, or other technical tools in completing assignments.

Please note: This position is not open to 3rd party c2c agencies. No visa sponsorship provided. All applicants must have permanent US work authorization and not require sponsorship now -or- in the future. Locals/ daily commuting distance only please; no remote or relocation.