Customer Service Representative

Objectives of the Position The CSR is the first point of contact for our customers. Responsibilities will include addressing customer inquiries, tracking and updating shipment status, and resolving any issues or concerns that may arise during the warehouse process. Your exceptional customer service skills will play a critical role in ensuring customer satisfaction and maintaining positive relationships with our clients. Principle Accountabilities Improve customer service experience, create engaged customers and facilitate organic growth while ensuring the overall satisfaction and loyalty of all customers. • Ensure all customer emails are acknowledged to within 2 hours of receipt with resolution to question/concerns within 24 hours • communicate any delays to operations management and/or customer • Work with other CSRs to assist on their customers when required • Take ownership of customers issues and following problems through to resolution; escalate to management when required • Ensure the monthly invoicing is completed as per prescribed schedule. • Maintain a clean, safe, and healthy work environment by establishing, following, and enforcing standards and procedures • Demonstrate our culture and Rhenus values in the daily operations • Track additional services requested by clients • Assist operations with claim records Coordinate weekly billing activities with the Finance team to ensure accurate and timely invoicing, resolve billing discrepancies, and support the weekly billing cycle. Education & Work Experience Requirements / Skills • Bachelor’s degree in business administration or related field • Strong troubleshooting and multitasking skills • Good communication skills and etiquitte, both verbal and written • Ability to multitask and prioritize • Detail oriented, responsible and accountable • Ability to maintain goal oriented focus in a busy work environment • Good understanding of customer deliverables and the impact of failure / cost of poor quality • Strong analytical and problem solving skills and able to establish logical practical solutions • Strong people skills • Computer literate with good numeric skills • Customer service orientation • Able to work additional hours as required based on operational needs • Microsoft office experience