The Role
Provide timely, accurate, and friendly customer support via phone, Skype, and email. Handle inbound/outbound calls about deliveries, billing, scheduling, order research, and processing. Update internal databases and client systems, assist with scheduling/rescheduling and returns, conduct delivery surveys, and perform related duties within company guidelines.
Summary Generated by Built In
The CX Support Representative 1 ensures customer satisfaction by providing timely, efficient, accurate, and friendly service via telephone, Skype and email systems.
ESSENTIAL FUNCTIONS
ESSENTIAL FUNCTIONS
- Receive incoming phone calls from clients and customers regarding delivery services; will be required to field inquiries in a number of areas such as billing issues, service issues, and scheduling issues.
- Place outbound calls, following a script, to provide delivery times or set delivery appointments.
- Communicates effectively with customers to maintain positive relationships.
- Requires problem solving skills, while working within company provided guidelines.
- Handles order research and maintenance (eta’s, damages, cancel requests, delivery issues, scheduling issues, etc.).
- Processes Orders, updating internal specialized database as well as client systems.
- Assists customers with scheduling, rescheduling delivery orders and return orders.
- Conducts delivery surveys as required from the client.
- Performs other related duties as assigned.
Required Skills
- Typing skills are required. Computer proficiency with MS Office (Excel, Outlook and Word) and the internet are required. Ideal candidate will be highly detail-oriented, possess a positive attitude, and have excellent communication skills.
- Must be willing to work in a challenging, fast-paced environment.
- Must be flexible to work a different shift when necessary.
Required Experience
- High school diploma or equivalent.
- Previous customer service/call center and (or) data entry experience preferred.
- Experience with warehouse management systems is helpful.
About
FIDELITONE helps clients earn their customers’ loyalty through specialized services in inbound logistics, order fulfillment, last mile delivery, and service parts management. With 40+ locations across the U.S. and over 7 million annual shipments and deliveries, FIDELITONE manages resources, creates right-fit solutions, and optimizes supply chain processes to advance clients’ business performance and profitability.Founded in 1929 with an entrepreneurial spirit and the principle of customer focus, FIDELITONE has been leading the supply chain industry with high-performing systems for over nine decades.
Skills Required
- Typing skills
- Computer proficiency with Microsoft Office (Excel, Outlook, Word)
- Proficiency using email systems and internet
- High school diploma or equivalent
- Ability to process orders and update internal databases and client systems
- Previous customer service/call center or data entry experience
- Experience with warehouse management systems
- Willingness to work in a fast-paced environment and flexibility to work different shifts
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The Company
What We Do
FIDELITONE is a supply chain management firm that delivers exceptional customer experiences and helps you earn their loyalty through specialized services in inbound logistics, order fulfillment, last mile delivery and service parts management.
