Customer Service Representative M-F 1-10pm

Profile

Update 8.26:
More open background - just wants to see someone with customer service experience rather than needing logistics background
BILINGUAL Spanish & English - not a NEED for this one
In OFFICE DAILY – CHI Office
(possibly Fri's can be WFH if can train very well)
Job Details
Title: 1:00pm-10:00pm Customer service agent (M-F)
Industry: Logistics
Why is the role open: Expanding the team. A lot of people in this role didn't know how to organize outlook, make sub folders, etc.
Background Required
(specific type): Preferably BA degree, Microsoft knowledge and outlook, spreadsheets, about 300 emails a day.
Start Date: ASAP
Length of contract/Opportunity to perm: contract to hire
Hours & Lunch: 1:00-10:00pm - Monday - Friday
Pay: $18-20
Conversion Salary: $38,000-40,000
Profile/Dress Code: Casual. Jeans and a nice shirt. A little relaxed business casual
Benefits: In files
Equipment Provided: Yes, a laptop, they keep them in the office unless asked to take home
Placement Details:
Billing Contact:
Timesheet Approver:
Bill Rate:
Max: $30.00
Must Have:
1-3 years of CS Experience. Would have to be someone that is independent and wants to learn and stay in the logistics industry.
BILINGUAL Spanish & English
BA degree does not matter what degree
No more than 5 years of experience – would be too tenured
Proficient in MS office/Outlook
Additional Details:
Drug test/BG check – not until they are brought on full time when contract is up. They may change to the 4-panel. They may not to do the 7-panel - she will find out for sure details for this
Chicago office: Blue line right out front
Red line 2 blocks away
Parking garages
Personality: Detail oriented
Customer service
Can work in a stressful environment
Sample question: “how are you under stress”
Questions they ask “how do you type or home row or two index fingers – random question they ask”
You can tell candidates the people we have working there right now LOVE it and the culture!
*Below line – send to candidate*
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Main Duties & Responsibilities
Updating turnover sheet
The main contact with drivers and customers
Tracking loads and updating customers via email
Focused on turnover excel spread sheet – they go in there The carrier rep puts in the turnover sheet what the CS agent needs to have, keeping up with the times.
Blended, training them to understand the dispatch lingo
Trained to build a shipment and book a load
Consistent training – first 2.5 weeks just training. Let them shadow and help when they are hands on. They will back off once they notice the person is comfortable, not micro managing. They prefer honesty, if not ready they won’t throw you into it
50/50 emails vs. calls
Communicating a lot with the driver
Responsible for reviewing customer shipment queries and takes immediate action to correct or solve issues that may occur
Engages in cross-functional collaboration to ensure proper service is being delivered
Maintains communications with all parties involved in the lifecycle of a shipment to ensure timeliness and accuracy of data entry and performance reports
Track and trace shipments as necessary to ensure proper movement and delivery. Additionally, update shipments with current status to include comprehensive notes
Troubleshoot and resolve service disruptions
Maintain familiarity with conditions that require special services and ensure accurate data entry of these costs
Answer departmental phone calls and emails
All other duties as assigned
Competitive Edge Points/Company Info:
This position has room for growth. This person will start with the basics and then have them move in to account managers, or carrier reps, lets them choose, promote from within. Making more money, etc.
Culture & team: Very outgoing. Upbeat. Ping pong table and cafeteria that is newly renovated. Very relaxed feeling while in office. Very welcoming and interact.
COVID: everyone’s desks will be socially distanced. Temps are checked in once you walk in. Hand sanitizers are everywhere.
Interview Process / Details:
“1
st
interview: zoom with Zenaida and one other person. Another manager steps in from the other side (Elisabeth Stevenson)”
Possibly a “2
nd
interview:” only if not certain amount of person, and will set up another one that day or the next morning”
****- Zenaida - Customer Service Supervisor
****- Elisabeth Stevenson - Transportation Sales * Operations professional
Position interviewing for: Customer Service Agent
Company: Summit Expedited Logistics
Address: 55 W. Monroe Street
Special Instructions:
Chicago office:
Blue line right out front
Red line 2 blocks away
Parking garages around
Interview Date: If sent over resume today, we can meet them tomorrow or even later today. Very flexible.
Interview Time: flexible
Interviewing with: Zenaida & Elisabeth
Hours: M- F from 1:00pm-10:00pm
Pay: $18-20
Dress: Casual
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