Customer Service Representative

Job Description

Job Description

JB Harris Logistics LLC is a trusted provider of comprehensive logistics solutions, including third-party logistics (3PL), freight forwarding, and supply chain management. We pride ourselves on delivering exceptional service and innovative solutions to meet the diverse needs of our clients. We are seeking a dedicated and customer-focused Customer Service Representative to join our team and support our commitment to excellence.

Job Summary:

The Customer Service Representative (CSR) serves as the primary point of contact for customers, ensuring their transportation and logistics needs are met with professionalism, accuracy, and efficiency. This position is responsible for managing customer inquiries, coordinating shipments, resolving service issues, and building strong, positive relationships with clients to ensure a high level of customer satisfaction.

In addition to customer service responsibilities, this role will perform a variety of administrative duties, including answering incoming phone calls, providing general office support, and assisting with basic accounting functions as needed.

The ideal candidate will possess excellent communication and interpersonal skills, strong organizational abilities, exceptional attention to detail, and the ability to effectively manage multiple priorities in a fast-paced environment. A commitment to providing outstanding customer service and maintaining accurate records is essential for success in this role.

Key Responsibilities:

• Customer Support:
  • Respond promptly to customer inquiries via phone, email, and other communication channels.
  • Provide accurate information about services, pricing, and shipping timelines.
  • Address and resolve customer concerns or escalate issues to appropriate departments as needed.
• Order Management:
  • Process customer orders, ensuring accuracy and timely entry into the system.
  • Monitor shipments and proactively update customers on delivery status or delays.
  • Collaborate with dispatch and operations teams to coordinate logistics and resolve shipment issues.
• Client Relationship Management:
  • Build and maintain strong relationships with clients to ensure satisfaction and loyalty.
  • Identify opportunities to present JBH’s added value services to meet customer needs.
  • Gather feedback from customers and relay suggestions for service improvements to management.
• Documentation and Reporting:
  • Maintain accurate and up-to-date customer records and shipment details.
  • Prepare reports on service metrics, customer interactions, and issue resolutions.
  • Ensure compliance with company policies and industry regulations in all customer interactions.
• Problem Solving and Issue Resolution:
  • Investigate and resolve shipment discrepancies, claims, or other logistical challenges.
  • Coordinate with internal teams and external partners to address and resolve customer issues promptly.
• Team Collaboration:
  • Work closely with sales, operations, and dispatch teams to ensure seamless service delivery.
  • Participate in team meetings and contribute to the continuous improvement of customer service processes.
• Administrative Support:
  • Answer incoming telephone calls and direct calls to the appropriate department or individual.
  • Perform general administrative duties, including filing, scanning, copying, and maintaining office records.
  • Assist with basic accounting functions, including processing invoices, reconciling documentation, and supporting accounts payable and accounts receivable activities as assigned.

Qualifications:

• Education: High school diploma or equivalent required; additional training or certifications in customer service or logistics preferred.
• Experience:
  • Minimum of 2 years of customer service experience, preferably in the logistics or transportation industry.
  • Experience with logistics software and CRM tools is a plus.
• Skills:
  • Excellent verbal and written communication skills.
  • Strong problem-solving and critical-thinking abilities.
  • Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
  • Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
  • Detail-oriented with a commitment to accuracy and efficiency.

Benefits:

• Health, dental, and vision insurance
• Simple IRA with company match
• Paid time off and holidays
• Opportunities for professional development and career advancement

Equal Opportunity Employer:
JB Harris Logistics LLC is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, disability, or veteran status.