Customer Services Team Support Specialist

Job Description

Job Description

Position Summary

The Customer Service Team Support Specialist role is essential in facilitating seamless communication between customers, internal teams, and logistics partners. This position is responsible for managing customer orders, coordinating shipments, and addressing inquiries in a professional and efficient manner. The role requires a detail-oriented and proactive individual who can maintain a balance between customer satisfaction and company objectives while fostering a collaborative team environment.

Duties and Responsibilities

• Provide coverage for team members when Customer Service Representatives (CSRs) are out of the office. Answer phone calls and provide support across different roles as needed.
• Accurately process and verify customer orders, ensuring all information is correctly documented.
• Maintain and update the customer database while Ensuring customer data security and confidentiality.
• Research and resolve shipping errors, pricing discrepancies, and product-related concerns.
• Adhere to Standard Operating Procedures (SOPs) to ensure consistency and efficiency.
• Book, confirm, and arrange cargo transportation with carriers, coordinate pick-up and delivery of shipments.
• Manage special projects such as training initiatives and process improvements.
• Track and coordinate shipments from origin to destination, providing clients with regular status updates, collaborate with customs brokers to ensure smooth clearance of shipments
• Manage daily ocean and air import / export shipments from quoting to invoicing.
• Request rates from carriers, airlines, and agents, and provide transport service quotes to customers.
• Complete shipping documentation, including bills of lading and export paperwork.
• Perform other duties as assigned.

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