Customer Support Representative

Full job description

Job Description Summary

The Customer Support Representative is responsible for delivering world-class customer service by fielding general questions about our platform and shipping; performing routine tracking and tracing of shipments; and troubleshooting site and load issues. The role performs customer-facing work driven by customer phone calls, emails, and live chat.

Top Reasons You'll Love Freightquote:

• Get trained by your peers – In-person, hands-on training led by expert team members and coworkers that actually perform your same job
• Be yourself at work – Never recite another phone script again; our team knows and celebrates the strengths of diversity and individuality
• Be a part of growth – Our team supports a rapidly growing online platform that consistently fuels new opportunities for our team and its awesome employees

DUTIES AND RESPONSIBILITIES

The duties and responsibilities of this position consists of, but are not limited to, the following:

Execution:

• Answers customer calls, chats, and/or emails quickly, addresses all customer questions and concerns
• Notates all calls and actions in appropriate places
• Performs routine tracking and tracing, updating loads as necessary
• Performs corrections or updates to minor load issues
• Provides solutions to site related issues and/or triages issues as necessary
• Escalates larger customer and load issues to appropriate parties/departments
• Follows all department and Company SOP’s

Customer Service:

• Provides exemplary customer service by actively listening to customers, educating consumers, when necessary, effectively identifying solutions, and taking quick actions
• Follows through on customer requests to ensure satisfaction, where applicable invites feedback and seeks suggestions for improvement
• Manages conflict and navigates difficult conversations with the customer using tact and diplomacy
• Performs duties and responsibilities with our customer’s satisfaction as the number one priority

Efficiency:

• Meets or exceeds all identified department metrics and quality assurance standards
• Completes activities with accuracy and compliance to CHR and customer standards
• Understands and utilizes available tools and resources—including seeking help from peers and/or leadership as necessary
• Has ability to work independently with minimal supervision
• Other duties or responsibilities as assigned according to the team and/or country specific requirements

QUALIFICATIONS

Required:

• High School diploma or GED

Preferred:

• Strong communication and interpersonal skills.
• Basic proficiency in Microsoft Office Suite of programs
• Ability to multi-task and demonstrate attention to detail and accuracy
• Minimum 1 year of customer service experience
• Values a diverse and inclusive work environment

Disclaimer:

• This job description is intended to generally describe the nature and level of work to be performed by employees in this position. It is not intended to be construed as an exhaustive list of all responsibilities and skills required of employees performing this role.

Equal Opportunity and Affirmative Action Employer

• C.H. Robinson is proud to be an Equal Opportunity and Affirmative Action employer. We believe in equality for all and celebrate the diversity of our employees, customers, and communities. We believe this increases creativity and innovation, drives business growth, and enables engaged and thriving teams. We’re committed to providing an inclusive environment, free from harassment and discrimination, where all employees feel welcomed, valued, and respected.

Questioning if you meet the mark? Studies have shown that women, people of color, and individuals with disabilities may be less likely to apply unless they match the job description exactly. Here at C.H. Robinson, we’re building a diverse and inclusive workplace where all employees feel they belong. If this position excites you, we welcome you to apply whether you check all the preferred qualifications or just a few. You may just be our next great fit!

Equal Opportunity and Affirmative Action Employer

C.H. Robinson is proud to be an Equal Opportunity and Affirmative Action employer. We believe in equality for all and celebrate the diversity of our employees, customers and communities. We believe this increases creativity and innovation, drives business growth and enables engaged and thriving teams. We’re committed to providing an inclusive environment, free from harassment and discrimination, where all employees feel welcomed, valued and respected.

Affirmative Action Employer/EOE/M/F/Disabled/Veteran

Benefits

Your Health, Wealth and Self

Your total wellbeing is the foundation of our business, and our benefits support your financial, family and personal goals. We provide the top-tier benefits that matter to you most, including:

• Two medical plans (including a High Deductible Health Plan)

• Prescription drug coverage

• Enhanced Fertility benefits

• Flexible Spending Accounts

• Health Savings Account (including employer contribution)

• Dental and Vision

• Basic and Supplemental Life Insurance

• Short-Term and Long-Term Disability

• Paid and floating holidays

• Paid time off (PTO)

• Paid parental leave

• Paid time off to volunteer in your community

• Charitable Giving Match Program

• 401(k) with 6% company matching

• Employee Stock Purchase Plan

• Plus a broad range of career development, networking, and team-building opportunities

Dig in to our full list of benefits on OUR CULTURE page.

Why Do You Belong at C.H. Robinson?
 

C.H. Robinson solves logistics problems for companies across the globe and across industries, from the simple to the most complex. With $22 billion in freight under management and 19 million shipments annually, we are one of the world’s largest logistics platforms and rank in the FORTUNE 200. We’ve been an innovator in logistics for over 100 years. Our global suite of services accelerates trade to seamlessly deliver the products and goods that drive the world’s economy. With the combination of our multimodal transportation management system and expertise, we use our information advantage to deliver smarter solutions for more than 90,000 customers and 450,000 contract carriers on our platform. Our technology is built by and for supply chain experts to bring faster, more meaningful improvements to our customers’ businesses.

As a responsible global citizen, we contribute millions of dollars to support causes that matter to us and our people. FORTUNE has named C.H. Robinson one of the World’s Most Admired Companies 2024, showcasing our position as a leader in our industry. Our commitment to excellence is further affirmed by being named a Great Place to Work 2023-24 by the Great Place to Work In

stitute, one of Forbes’ Best Employers for Diversity and one of America’s Greatest Workplaces in 2023 by Newsweek. Join us as we collaborate, innovate, and work as one global team to make life better and more sustainable for our customers, communities, and world. For more information, visit us at www.chrobinson.com.