Customer Service Rep. (Mon-Fri 2:00pm - 10:30 pm)

Job Description

Job Description

Description:

The function of a Customer Service Representative is to ensure customer satisfaction within departmental functions is achieved. This role works to help resolve customer problems, ensure order changes and deletions, and communicate such issues to those departments within the facility that handle resolution. This function works in conjunction with department Leads and Supervisors when necessary, to escalate any urgent customer issues and concerns.

Key Responsibilities and Duties:

• Customer service representatives handle the following within their role:
• Respond to the customers inquires and referring clients to the proper channels
• Acts as first point of contact for the customer and responds to the customer inquiries and concerns
• Become familiar with the customers portal(s) to retrieve information necessary to issue service ticket(S)
• Ability to communicate with the Supervisors of the respective campus to escalate issues: understand how to prioritize workload, and identify severity (level of priority in CSR term) of the customer’s request to meet the SLA
• Ensure the quality of all services provided meets the requested customers standards
• Identify issues and utilize critical thinking to determine the best course of actions
• Monitoring emails for any escalations or urgent requests and see that is has been completed
• Answer customers request/communications on a timely manner
• Audit submitted department tickets to ensure quality of service
• Maintain an open line of communication with other departments and campuses Abilities:
• Ability to create and maintain a professional relationship within all levels of the organization (peers, work groups, customers, and management team) followed by company standards
• A reliable team individual works toward team goals
• Able to adapt to change and easily adopt new methods or practices required to meet changing business needs
• Ability to multiple task
• Assist other teams as needed
• Attention to detail
• Take ownership of assigned task and complete in a timely manner
• Flexibility and ability to adjust to sudden changes in operational goals
• Ability to read and write, comprehend basic checklists, forms or other documents
• Ability to follow oral and written directions
• Good communication skills with an understanding of the English language
• Math ability, able to count and calculate
• Computer skills, including SAP, Microsoft Excel, Microsoft Outlook email
• Understanding of customer guidelines for account, product shipment procedures.
• Willingness to work a flexible schedule including overtime and to cover escalations if required.

Qualifications and Skills needed:

• Bachelor’s degree or equivalent experience preferred

• 2-3 years 3PL logistics industry experience preferred

• Strong verbal and written communication skills to work in a customer focused environment

• Service oriented with strong customer service skills and commitment to quality of work

• Excellent time management skills

• Ability to work independently and as a member of the team

• Intermediate knowledge of Microsoft Office skills (Outlook, Microsoft Word, PowerPoint, Excel)

• Knowledge of SAP a plus RK Qualities

• Adherence to all RK Safety, Quality, ISO and HR policies and standards

RK Qualities

• Adherence to all RK Safety, Quality, ISO and HR policies and standards

RK Logistics Group will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if RK Logistics Group is concerned about conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report. Find out more about the Fair Chance Act by visiting calcivilrights.ca.gov/fair -chance-act/.