The Role
Provides advanced customer support for escalations and key accounts, investigates service failures and delivery issues, manages claims and CRM records, monitors on-time performance, conducts customer outreach, presents service updates, mentors support staff, and occasionally makes deliveries.
Summary Generated by Built In
Crossroads Courier is seeking a Customer Experience Specialist who thrives in fast-paced environments and is passionate about solving complex problems, improving systems, and delivering exceptional service. In this role, you’ll be the go-to expert for escalated issues and key accounts, while helping mentor the team and drive customer satisfaction.
Pay:
- Biweekly Pay
- $27.50-$30.50/hr
What You’ll Do:
- Deliver world-class support for customer escalations and high-priority accounts.
- Investigate and resolve complex service failures, recurring complaints, and delivery issues.
- Coordinate and manage claims and credits within approval guidelines.
- Conduct proactive outreach to customers, gather feedback, and recommend service improvements.
- Attend customer meetings to present service performance and action plans.
- Manage CRM processes, including dispatch reconciliation and Zoho CRM updates.
- Maintain weekly On-Time Performance (OTP) watchlists and lead operational corrections.
- Lead advanced investigations (e.g., timestamp validation, ETA recovery).
- Keep customer records accurate and up to date in CXT.
- Mentor Customer Support Specialists and help maintain quality and process consistency.
- Step in to make occasional deliveries to ensure timely service when necessary.
What We’re Looking For:
- High school diploma or GED required; Bachelor’s degree preferred.
- Minimum 3 years of customer service experience (logistics or delivery environment a plus).
- Prior experience handling escalations or account-level support is strongly preferred.
- Strong skills in organization, communication, and problem-solving.
- Comfortable using tools like Microsoft Excel, Outlook, Teams, SharePoint, and quick to adapt to new software.
- Familiarity with CRM platforms like Zoho and delivery systems like CXT is helpful.
- A valid driver’s license and clean driving record — flexibility to assist with deliveries when needed.
- Professional, courteous, and collaborative attitude in all customer and team interactions.
Benefits:
- Medical, Dental, and Vision Insurance
- Paid Time Off (PTO)
- Tuition Reimbursement
Crossroads Courier, Inc. is an equal opportunity employer and equal opportunity provider for independent contractor positions. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, pregnancy, genetic information, gender, veteran status, or any other status protected under applicable federal, state or local law.
Skills Required
- High school diploma or GED
- At least 3 years of customer service experience
- Experience handling escalations or account-level support
- Strong organization, communication, and problem-solving skills
- Ability to use Microsoft Excel, Outlook, Teams, SharePoint, and adapt to new software
- Valid driver's license and clean driving record
- Bachelor's degree
- Logistics or delivery customer service experience
- Familiarity with Zoho CRM and CXT delivery systems
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The Company
What We Do
Crossroads Courier is a privately held corporation, headquartered in St. Louis, Missouri, that provides a wide spectrum of time-critical, local and nationwide, courier and delivery services. From Warehousing and Logistics to scheduled or next-day deliveries, Crossroads Courier can handle all of your courier needs. The company is a customer-service driven organization that focuses on quality service for its clients and provides a positive workplace for its employees. Local Courier services throughout St. Louis, Kansas City, Phoenix and Las Vegas metro areas include: • On-demand Messenger Service • Rush Deliveries • Scheduled Courier Service • Next Day Distribution • Dedicated Route Service • Fleet Replacement Service • Line Haul Service • Critical Parts Storage
