SHIPPER SUPPORT REPRESENTATIVE

Essential Job Functions

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.

DUTIES & RESPONSIBILITIES

· Assist shippers though 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

EDUCATION and/or EXPERIENCE

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.

QUALIFICATIONS

To perform this job successfully, and individual must be able to perform each essential duty satisfactorily. An individual must also be willing to follow instructions and accept supervision, maintain a positive attitude towards their work and cooperate with co-workers and supervisors. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Must be able to lift 75 lbs. Must be at least 18 years of age.

SKILLS & ABILITIES

· 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 TalkDesk