Job Description

Job Description

Job Description

Position Summary

The Customer Service Team Support Specialist role is essential in facilitating seamless communication between customers, internal teams, and logistics partners. This position is responsible for managing customer orders, coordinating shipments, and addressing inquiries in a professional and efficient manner. The role requires a detail-oriented and proactive individual who can maintain a balance between customer satisfaction and company objectives while fostering a collaborative team environment.

Duties and Responsibilities

• Provide coverage for team members when Customer Service Representatives (CSRs) are out of the office. Answer phone calls and provide support across different roles as needed.

• Accurately process and verify customer orders, ensuring all information is correctly documented.
• Maintain and update the customer database while Ensuring customer data security and confidentiality.
• Research and resolve shipping errors, pricing discrepancies, and product-related concerns.
• Adhere to Standard Operating Procedures (SOPs) to ensure consistency and efficiency.
• Book, confirm, and arrange cargo transportation with carriers, coordinate pick-up and delivery of shipments.
• Manage special projects such as training initiatives and process improvements.
• Track and coordinate shipments from origin to destination, providing clients with regular status updates, collaborate with customs brokers to ensure smooth clearance of shipments
• Manage daily ocean and air import/export shipments from quoting to invoicing.
• Request rates from carriers, airlines, and agents, and provide transport service quotes to customers.
• Complete shipping documentation, including bills of lading and export paperwork.
• Perform other duties as assigned.

Education and Experience :

• High school diploma required; additional education in business or logistics preferred.
• Minimum 3-5 years of experience in a customer service role.
• Strong organizational, multitasking, and problem-solving skills.
• Excellent verbal and written communication skills.
• Proficiency in computer applications and basic math.
• Ability to work in a fast-paced environment while maintaining professionalism.
• Experience in conflict resolution and customer issue management.

Language Skills :

• Must be able to read, write, and speak English fluently.

Physical Demands :

• Regularly required to talk, hear, and perform office tasks such as typing and filing.
• Must be able to sit for extended periods and occasionally lift to 20 pounds.
• Requires fine hand manipulation (keyboarding).

Work Environment :

• Office setting with moderate noise levels.
• Routine use of standard office equipment, including computers, phones, printers, and filing cabinets.

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