Job Abstract

POSITION SUMMARY

The Carrier Support Representative performs carrier-facing work which is largely driven by inbound carrier communication—including live chat, emails, and phone calls. This role is responsible for providing world class customer service by answering general questions about our platform and shipping; performing routine tracking and tracing of shipments; troubleshooting minor site and load issues; and escalating larger problems as appropriate. The Carrier Support Representative puts carrier first by listening, educating, and resolving issues quickly and efficiently.

This is a hybrid mix role in office on Tuesday, Wednesday, and Thursday

DUTIES AND RESPONSIBILITIES

The duties and responsibilities of this position consists of, but are not limited to, the following:

Execution:

· Answers carrier calls, chats, and/or emails quickly, addresses all carrier questions and concerns

· Notates information and actions in appropriate places

· Performs routine tracking and tracing, updating loads as necessary

· Performs corrections or updates to minor load issues

· Provides solutions to site related issues and/or triages issues as necessary

· Escalates larger carrier and load issues to appropriate parties/departments

· Follows all department and Company SOP’s

Customer Service:

· Provides exemplary customer service by actively listening to customers, educating consumers when necessary, effectively identifying solutions, and taking quick actions

· Follows through on customer requests to ensure satisfaction; where applicable invites feedback and seeks suggestions for improvement

· Manages conflict and navigates difficult conversations with the customer using tact and diplomacy

· Performs duties and responsibilities with our customer’s satisfaction as the number one priority

Efficiency:

· Meets or exceeds all identified department metrics and quality assurance standards

· Completes activities with accuracy and compliance to CHR and customer standards

· Understands and utilizes available tools and resources—including seeking help from peers and/or leadership as necessary

· Has ability to work independently with minimal supervision

· Other duties or responsibilities as assigned according to the team and/or country specific requirements

QUALIFICATIONS

Required:

· High School diploma or GED

Preferred:

· Strong communication and interpersonal skills.

· Basic proficiency in Microsoft Office Suite of programs

· Ability to multi-task and demonstrate attention to detail and accuracy

· Minimum 1 year of customer service experience

· Values a diverse and inclusive work environment

Questioning if you meet the mark? Studies have shown that women, people of color, and individuals with disabilities may be less likely to apply unless they match the job description exactly. Here at C.H. Robinson, we’re building a diverse and inclusive workplace where all employees feel they belong. If this position excites you, we welcome you to apply whether you check all the preferred qualifications or just a few. You may just be our next great fit!

Equal Opportunity and Affirmative Action Employer

C.H. Robinson is proud to be an Equal Opportunity and Affirmative Action employer. We believe in equality for all and celebrate the diversity of our employees, customers and communities. We believe this increases creativity and innovation, drives business growth and enables engaged and thriving teams.  We’re committed to providing an inclusive environment, free from harassment and discrimination, where all employees feel welcomed, valued and respected.

Affirmative Action Employer/EOE/M/F/Disabled/Veteran 

Benefits

Your Health, Wealth and Self

Your total wellbeing is the foundation of our business, and our benefits support your financial, family and personal goals. We provide the top-tier benefits that matter to you most, including:

• Two medical plans (including a High Deductible Health Plan)

• Prescription drug coverage

• Enhanced Fertility benefits

• Flexible Spending Accounts

• Health Savings Account (including employer contribution)

• Dental and Vision

• Basic and Supplemental Life Insurance

• Short-Term and Long-Term Disability

• Paid and floating holidays

• Paid time off (PTO)

• Paid parental leave

• Paid time off to volunteer in your community

• Charitable Giving Match Program

• 401(k) with 6% company matching

• Employee Stock Purchase Plan

• Plus a broad range of career development, networking, and team-building opportunities

Dig in to our full list of benefits on OUR CULTURE page.