Customer Service Agent II - Transportation

Customer Service is responsible for delivering a quality customer experience, building customer relationships, and managing process execution for existing Watchpoint customers. Customer Service agents utilize their communication skills and industry knowledge to ensure our customers supply chain runs efficiently. This role will partner with internal resources to ensure the customer’s freight moves as planned and takes actions to resolve exceptions when they occur. As a critical customer contact, the Customer Service Agent resolves issues and drives exceptional service through continuous improvement process and initiatives.

Pay & Perks

• Medical, Dental, and Vision Insurance
• Life Insurance
• 401k + 4% Company Match
• Vacation, Sick Pay + Holidays
• Employee Assistance Program
• Monthly Team Lunches
• Wellness Program

The starting pay for this position is expected to be $25 to $27 per hour. Exact compensation is based on skills, experience, education, and location.

This position is on-site in Milpitas, CA with a shift of Monday - Friday, 8:00am - 4:30pm

Customer Service Agent Job Duties

• Assists in transportation arrangements, determining efficient routing methods
• Establishes contacts and builds relationships with customers to understand the customer’s needs
• Utilizes their customer service knowledge and experience to proactively update the customer and address questions regarding the status of their shipments.
• Navigates CRM and HRIS to locate facility addresses, contact details and organization charts in order to route the customer or vendor to the proper CSR or department.
• Partners with internal resources to ensure account processes and SOPs are complete and adhered to
• Reviews internal and customer data inclusive of customer aligned KPIs for quality and accuracy
• Contributes daily to the growth of the business by understanding commitments, listening to customers’ needs, and providing specific knowledge to influence results