Customer Service Representative

Job summary

Handle customer inquiries by phone and email, providing accurate information about cargo, tracking, schedules, and invoicing. Resolve customer issues, update customer profiles in ZRM, and code call categories to support tracking and timely cargo shipments and receipts.

Job details

Main purpose of the role The Customer Service representative will be responsible for answering various customer inquiries over the phone and through written email interactions with positivity and a Can-Do approach. The role requires you to answer questions relating to cargo, track and trace cargo movements, schedule inquiries, invoicing and solving at times complex issues for customers to ensure the timely reception / shipping of their cargo from all over the world. Key Responsibilities Effectively manage incoming calls and provide excellent customer service by identifying and assessing customers' needs and providing accurate, valid and complete information Responding to all types of queries via email and entering notes / making adjustments to customer profiles as needed in ZRM + coding call categories for tracking purposes Requirements: Requirements High school diploma or general education degree (GED) One-year related experience and/or training; or equivalent combination of education and experience Bilingual an asset but no required (English strong written and verbal a must) Computer Literacy (word, excel, outlook) Ability to maintain working hours in different time zones for back up on occasion (particularly Pacific Time one)

What you’ll do

Handle customer inquiries by phone and email, providing accurate information about cargo, tracking, schedules, and invoicing. Resolve customer issues, update customer profiles in ZRM, and code call categories to support tracking and timely cargo shipments and receipts.

Requirements

A high school diploma or GED and one year of related experience or training are required, or an equivalent combination of education and experience. Strong written and verbal English, computer literacy with Word, Excel, and Outlook, and occasional flexibility to cover different time zones are required; bilingual ability is an asset but not required.

Listed skills

• Customer service · Preferred
• written communication · Preferred
• Microsoft Excel · Preferred
• issue resolution · Preferred
• Data entry · Preferred
• Microsoft Word · Preferred
• Microsoft Outlook · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Service
• Verbal Communication
• Written Communication
• Active Listening
• Customer Needs Assessment
• Email Support
• Call Management
• Cargo Tracking
• Issue Resolution
• Data Entry
• Customer Profile Management
• Microsoft Word
• Microsoft Excel
• Microsoft Outlook
• Time Zone Flexibility

Job areas

• Customer Service & Support
• Transportation
• Logistics

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