Client Care Specialist - Kansas City, United States - eShipping, LLC

Description

Job Description

• Possess a love of human interaction, both with customers and teammates.
• Come equipped with prior customer-facing experience using the skills of empathy, patience, helpfulness, and willingness to go the extra mile.
• Leverage strong communication skills, as the role involves constant interaction through email and phone.
• Have the ability to multitask while remaining organized and in charge.
• Enjoy breaking down complex issues to find a solution.
• Posses the flexible mindset needed to perform a variety of tasks from day to day.
• Come in with an open mind. Be trainable and confident in your ability to learn and execute.

What we offer:

• Hybrid work schedule following initial training. Work from home three days per week
• A foot in the door Learn the Logistics industry and seize opportunities for advancement into a role as Account Coordinator or Account Manager.
• Convenient schedule; M-F 8:30am-5pm.
• Competitive pay and eligibility for health benefits, PTO, and paid holidays from day one.
• Unmatched company culture. We work as a team and care deeply about the work we do. eShipping is not a place for slackers.

Founded in 2004, eShipping is an asset-light, technology-enabled third-party logistics company headquartered in Kansas City, Missouri. We provide comprehensive managed transportation and logistics solutions across our clients' entire distribution chains, with a focus on small and medium-sized enterprises. Our core services include domestic and international transportation management across LTL, TL, Parcel, third-party Warehousing and Distribution, and TMS technology. Our primary focus is people development. eShipping is made up of quality people, striving to maximize our unique potential for the benefit of ourselves, our families, our colleagues, and our communities. We operate under the philosophy that the more we drive our hearts towards a bigger purpose beyond ourselves and our business, the better we will serve all with whom we come in contact. We believe in creating a life lived well and are inspired by the notion that how you get there matters.

Position Summary

The Client Care Specialist serves eShipping clients by handling their day-to-day Less than Truckload (LTL) questions and any freight needs that may arise. The Client Care specialist will become a subject matter expert on LTL services, and will be trained on shipment processing, quoting, tracking, mode optimization, and all customer service-oriented activities. Client Care reps will assist both small and large sized customers, and in some cases act as account manager within an account. Employees on the Client Care team will have both individual and team goals.

eShipping prides itself on being a high service company, therefore incoming calls, emails, and all customer interaction must be handled with exceptional customer service. The department is titled Client Care because we truly care about our customers, and we want this to be on display in everything we do for them.

eShipping has experienced consistent growth throughout its 20-year history and we're looking for candidates who can further support our growth, while also embodying the core values of our company. We value the chance to promote from within, and employees who seek new challenges have opportunity to learn new concepts and advance within their team, as well as the company.

Essential Duties and Responsibilities

Duties include but are not limited to the following:

• Execute shipment processing, quoting, tracking, mode optimization, and all customer service-oriented activities

• Communicate to customers in a professional and timely manner

• Execute with urgency, while maintaining a high level of detail to ensure mistakes are not made

• Learn to navigate the internal eShipping platform used by employees

• Train customers on the external online eShipping platform that is used for shipment processing, quoting, tracking, and data gathering.

• Act with empathy towards unfortunate customer situations and work to provide solutions that improve the situation

• Display positive energy to both customers and teammates

• Work towards achieving both team and individual goals

• Have a willingness to learn new concepts

• Assist in the training of new employees

• Implement and manage smaller tiered accounts

• Other administrative duties as assigned

Required Skills and Abilities

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, skills, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Ability to work both independently and within a team.

• Ability to effectively interact with other employees of the organization

• Excellent customer service, time management, and prioritization skills

• Excellent oral and written communication skills in person and via phone

• Ability to understand, interpret, and explain complex issues and respond appropriately

• Ability to multitask by researching information on a computer while speaking on the phone

• Ability to effectively utilize computer programs including Word and Excel and agency management system

Minimum Education and Experience

• College degree preferred but not required

• 1 year of previous customer service experience preferred

Physical Demands and Work Environment

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This description reflects management's assignment of essential functions; it does not proscribe or restrict the tasks that may be assigned.

• Physical Demands: While performing the duties of this job, the employee is regularly required to remain in a stationary position for at least 50% of the time. The employee needs to occasionally move about inside the office to access file cabinets, office machinery, etc. The general level of physical activity would be defined as sedentary. The employee is regularly required to operate a computer and other office productivity machinery, such as a calculator, telephone, copy machine, and printer. Some movements of the hands, arms, and wrists may involve repetitive motions. Specific vision abilities required by this job include the ability to detect, determine, perceive, identify, recognize, judge, observe, inspect, estimate, and assess various activities and surroundings.

• Cognitive/Mental Requirements: While performing the duties of this job, the employee is regularly required to comprehend and use basic language, either written or spoken, to communicate simple and complex information, ideas, and information. The employee is also required to use logic to define problems, collect information, establish facts, draw valid conclusions, interpret information, and deal with abstract variables for unique or unfamiliar situations. The employee must use problem-solving skills to formulate and apply appropriate courses of action for routine or familiar situations. The employee may be required to perform numerical operations including basic counting, adding, subtracting, multiplying, and dividing or more complex quantitative calculations.

• Work Environment: While performing the duties of this job, the employee is inside a central heat and air-conditioned office building. The noise level in the work environment is minimal.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of an employee. Duties, responsibilities, and activities may change at any time with or without notice.

eShipping LLC is an equal opportunity employer.