Call Center/Customer Service Coordinator
- Full-Time
- Irving, TX
- The Pasha Group
- Posted 3 years ago – Accepting applications
Job Description
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Job Summary
The Customer Services Coordinator receives booking requests and initiates the transportation and logistics processes for company services.
Primary Objectives
Timely, accurate, and complete orders within required timeframes.
Initiation of order processing according to customer requirements and internal process standards.
Effective communication and collaboration with internal and external customers.
Duties and Responsibilities
Manage exceptions and review database for errors. Research and resolve exceptions and respond to escalation of service requests.
Maintain department KPIs and customer satisfaction ratings as defined by the department.
Provide input to leadership and management teams on departmental initiatives and process improvement projects.
Answer incoming customer phone calls and take appropriate action for each call.
Communicate and monitor incoming customer emails to ensure timely communication; escalate internal and external concerns for expedited resolution; ensure customer satisfaction at all times.
Maintain accurate, timely, and thorough records in proprietary database.
Perform routine data entry including but not limited to: entering new orders and shipment information into computerized tracking systems; tracing shipments with steamship lines, trucking vendors, railroads, and other suppliers; and updating information in various systems.
Perform typing, faxing, mail distribution, phone messaging, and other office related duties as required.
Scan and separate documents in Document Management System.
May assist with coordinating dispatch activities for moves including driver instructions, confirmation of delivery, and follow up with customers.
Update schedule, logs, and tasks daily.
Other duties as assigned.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 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.
Required Education
High school diploma or equivalent (HSED) required
Preferred Education
Associate Degree or related college coursework preferred
Required Work Experience
2 + years of related customer services experience with an emphasis on the importing and exporting of goods
Preferred Work Experience
Domestic and/or international transportation and logistics experience preferred
Required Knowledge, Skills and Abilities
Demonstrated proficiency with Microsoft Office products at the following levels: Excel, Word, Outlook: Basic level of skill
Experience with ten key by touch and typing speed of 35 WPM.
Ability to communicate clearly with excellent verbal, written, and listening skills.
Ability to work as an individual contributor and as a valued participant in a team based environment.
Demonstrated ability to maintain confidentiality with tact and discretion.
Excellent customer service skills with the ability to develop effective professional relationships.
Strong attention to detail with a high degree of accuracy with data entry.
PHYSICAL DEMANDS, WORK ENVIRONMENT, AND TRAVEL
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Activity
Frequency
Hear and speak with sufficient clarity to understand and engage in telephonic information exchange; hear and understand verbal instructions; give and receive information verbally in person or via communication device
Often
Walk/travel within office environment, crouch/bend to access floor-level storage
Often
Use hands/fingers to operate office equipment, type/complete data input, write
Often
Reach with hands, arms; lift, move and manipulate objects weighing up to 20 pounds
Regularly
Sight sufficient to read instructions, documents, and screen-based information
Often
Use hands/fingers to manipulate and file documents, folders, small objects
Regularly
Working Environment
This role requires work that may involve the following environmental conditions:
Corporate office environment
COMPETENCIES
Delivers Results
Rigorously drives self and others to achieve high levels of individual and organization performance.
Focuses on the Customer & Market
Continuously evaluates what is important to the customer/client and develops products or solutions that exceed expectations.
Makes Sound Business Decisions
Makes timely and well-informed decisions that advance critical priorities, capitalize on new opportunities, and resolve problems.
Practices our Values
Supports and models The Pasha Way; conduct reflects Excellence, Honesty, Integrity, Innovation and Teamwork.
Screening Requirements
Pre-Employment
Ongoing
Background Checks:
?
The information included in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive or exhaustive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Apply to this Job
Job Summary
The Customer Services Coordinator receives booking requests and initiates the transportation and logistics processes for company services.
Primary Objectives
Timely, accurate, and complete orders within required timeframes.
Initiation of order processing according to customer requirements and internal process standards.
Effective communication and collaboration with internal and external customers.
Duties and Responsibilities
Manage exceptions and review database for errors. Research and resolve exceptions and respond to escalation of service requests.
Maintain department KPIs and customer satisfaction ratings as defined by the department.
Provide input to leadership and management teams on departmental initiatives and process improvement projects.
Answer incoming customer phone calls and take appropriate action for each call.
Communicate and monitor incoming customer emails to ensure timely communication; escalate internal and external concerns for expedited resolution; ensure customer satisfaction at all times.
Maintain accurate, timely, and thorough records in proprietary database.
Perform routine data entry including but not limited to: entering new orders and shipment information into computerized tracking systems; tracing shipments with steamship lines, trucking vendors, railroads, and other suppliers; and updating information in various systems.
Perform typing, faxing, mail distribution, phone messaging, and other office related duties as required.
Scan and separate documents in Document Management System.
May assist with coordinating dispatch activities for moves including driver instructions, confirmation of delivery, and follow up with customers.
Update schedule, logs, and tasks daily.
Other duties as assigned.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 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.
Required Education
High school diploma or equivalent (HSED) required
Preferred Education
Associate Degree or related college coursework preferred
Required Work Experience
2 + years of related customer services experience with an emphasis on the importing and exporting of goods
Preferred Work Experience
Domestic and/or international transportation and logistics experience preferred
Required Knowledge, Skills and Abilities
Demonstrated proficiency with Microsoft Office products at the following levels: Excel, Word, Outlook: Basic level of skill
Experience with ten key by touch and typing speed of 35 WPM.
Ability to communicate clearly with excellent verbal, written, and listening skills.
Ability to work as an individual contributor and as a valued participant in a team based environment.
Demonstrated ability to maintain confidentiality with tact and discretion.
Excellent customer service skills with the ability to develop effective professional relationships.
Strong attention to detail with a high degree of accuracy with data entry.
PHYSICAL DEMANDS, WORK ENVIRONMENT, AND TRAVEL
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Activity
Frequency
Hear and speak with sufficient clarity to understand and engage in telephonic information exchange; hear and understand verbal instructions; give and receive information verbally in person or via communication device
Often
Walk/travel within office environment, crouch/bend to access floor-level storage
Often
Use hands/fingers to operate office equipment, type/complete data input, write
Often
Reach with hands, arms; lift, move and manipulate objects weighing up to 20 pounds
Regularly
Sight sufficient to read instructions, documents, and screen-based information
Often
Use hands/fingers to manipulate and file documents, folders, small objects
Regularly
Working Environment
This role requires work that may involve the following environmental conditions:
Corporate office environment
COMPETENCIES
Delivers Results
Rigorously drives self and others to achieve high levels of individual and organization performance.
Focuses on the Customer & Market
Continuously evaluates what is important to the customer/client and develops products or solutions that exceed expectations.
Makes Sound Business Decisions
Makes timely and well-informed decisions that advance critical priorities, capitalize on new opportunities, and resolve problems.
Practices our Values
Supports and models The Pasha Way; conduct reflects Excellence, Honesty, Integrity, Innovation and Teamwork.
Screening Requirements
Pre-Employment
Ongoing
Background Checks:
?
The information included in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive or exhaustive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.