Customer Experience Specialist (Fastfrate Group)

JOB DESCRIPTION – CUSTOMER EXPERIENCE SPECIALIST

A Customer Experience (CX) Specialist ensures positive customer experience by interacting with customers, both internal and external, gathering feedback, and communicating with customers to ensure complete satisfaction is met based on service requirements.  Responsibilities include handling inquiries, resolving issues across various channels (phone, email, chat), analyzing customer data (OTP – On Time Performance) and onboarding new accounts and accounts at risk. 

Key responsibilities

• Customer interaction: Work directly with customers to resolve inquires and issues via phone, email, and chat in a timely manner.
• Problem-solving: Resolve customer issues in a timely professional manner – missed deliveries, appointments not met, damages. 
• Onboarding of New Accounts: Develop SOP for new accounts for shipping LTL across the country, working with various terminals and operational departments and holding reviews to ensure all requirements are met to customers satisfaction
• At Risk Accounts: Determine root cause for customer complaints and hold internal and external calls to work through the issues for compliance to customer.  Work with all terminals and operational departments to resolve matters and continue to keep sales updated on critical issues.
• Shift: Monday - Friday (9:00am - 5:00pm) 

Required skills and qualifications

• Communication: Excellent communication, presentation, and interpersonal skills, with the ability to work effectively with diverse teams both in-office and via teams.
• Problem-solving: Strong ability to investigate issues with continued follow-up involving different areas of the company until issue resolved
• Technical proficiency: Proficiency in CX software and technologies, including CRM systems (e.g., Salesforce), and Microsoft Office
• Adaptability: Ability to manage multiple priorities and adapt to changing needs.
• Experience: Previous experience in customer service or key account support required.  Transportation knowledge is an asset but not necessarily required.