Customer Service Agent, Cargo Signal

As a Customer Service agent at Cargo Signal, a wholly-owned subsidiary of Expeditors, you will be the first point of contact for customers worldwide.

You’ll directly interact with customers and service providers by e-mail, chat, and phone, receiving orders, answering questions, and solving problems while maintaining the company's reputation for high-quality service.

Responsibilities:

• Manage customer communication by e-mail, phone, and chat, understanding complex requests and responding promptly and professionally.
• Provide information on shipments, services, account details, and basic troubleshooting.
• Resolve customer issues within established guidelines, escalating complex problems to appropriate teams when necessary.
• Provide friendly and professional customer service, ensuring a positive customer experience.
• Accurately input customer data into Cargo Signal systems, including order details, shipment information, and notes regarding customer interactions.
• Track and trace shipments using internal and external applications and by telephone/e-mail to service providers.
• Understand standard operating procedures and correctly interpret this information to fulfill customer instructions and expectations.
• Develop relationships with key customers to promote customer satisfaction and retention.
• Actively monitor shipments to ensure compliance with customer requirements.
• Respond to emergency alarms and exceptions according to company procedures.
• Promote compliance in diligently following all company policies and regulations and performing the task at hand with outstanding integrity and pride.
• Maintain confidentiality of sensitive customer data.
• Help build a positive local team environment integrated into the global 24/7 Command Center team.

QUALIFICATIONS: Required Skills:

• High level of English fluency (written and spoken).
• Excellent typing skills: Ability to input data quickly and accurately with high attention to detail.
• Strong communication skills: Clear and concise verbal and written communication to effectively interact with customers and document interactions.
• Customer Service focus: Demonstrated ability to provide excellent customer service and resolve issues in a timely manner.
• Technical proficiency: Familiarity with Microsoft Office, web-based map software, GPS trackers, and cellular networks.
• Problem-solving skills: Ability to identify and address customer issues effectively.
• Organizational skills: Ability to prioritize tasks and manage a high volume of e-mails and data entry efficiently.

Desired Qualifications:

• History of reliable and punctual attendance.
• Logistics experience (air, ocean, trucking, distribution, risk management).
• Aptitude for resolute questioning to find the root cause when given incomplete information.
• Sense of urgency and quality-obsessed approach to timely and accurate information.
• Positive and willing-to-help attitude.
• Must exude and promote Expeditors cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary.
• Additional language skills a plus.

ADDITIONAL INFORMATION: Cargo Signal is a 24/7/365 operation. Weekend, holiday, and evening work may be required. Schedule: Monday – Friday, Start time between 06:00 - 07:30, end time between 15:00 - 16:30.

Expeditors offers excellent benefits:

• Employee Stock Purchase Plan
• Training and Personnel Development Program