Answer customer inquiries via phone, email, or chat; resolve non-technical issues; analyze service needs and coordinate with other teams; document interactions in a CRM; maintain knowledge of account SOPs, KPIs, and company quality management requirements.
Job Profile Summary:
Responds to customer inquiries by telephone, e-mail, or chat to provide non-technical problem resolution.Major Duties and Responsibilities:
- Resolves problems and communicates solutions or requested information to the customer.
- Analyzes a customer's service needs and coordinates with other service or technical departments to develop and deliver an appropriate solution for each customer.
- Develops and maintains a deep understanding of the organization and services offered to resolve more complex inquiries.
- Uses a customer relationship application or database to record activities and research product information.
- Comply with the requirements of the company’s Quality Management System.
Required Skills, Experience, and Education:
- High School diploma or equivalent
- Must be confident, team-oriented person, and enjoy working in a fast-paced environment
- Excellent verbal and written communication skills
- Must have thorough knowledge of specific account SOPs and KPIs
- 4+ years freight forwarding experience
- Proficiency in English, including the ability to speak, read, write, and comprehend English, is required for this position.
Desired Skills, Experience, and Education:
- Intermediate to advanced level of experience with Excel
- Strong problem-solving and decision-making ability
- Self-managed and highly motivated
- Displays integrity, reliability, empathy, and a strong work ethic
- Results-oriented; Display sense of urgency
- Proficient in routing, costing, rating, and tracking
- Bachelor's degree
Physical Requirements:
- Remain in a stationary/seated position for an extended period.
- Regularly required to operate a computer, telephone, keyboard, and other office machinery.
- Specific vision abilities required by this job include close vision requirements due to computer work.
- The ability to hear, understand, and distinguish speech and/or other sounds.
Pegasus Logistics Group is breaking the mold and we want employees as passionate and diverse as we are.
Pegasus Logistics Group is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.
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