Customer Service Coordinator

Support Services Irving,Texas
Salary: USD 19 - 20 Hourly

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The Customer Service Coordinator drives customer satisfaction levels through effective management of customer requests/inquiries, prompt issue resolution, and proactive communication concerning transportation and logistics processes for company services.

• Timely, accurate, and complete orders and responses to inquiries within required time frames.
• Initiation and support throughout the order lifecycle, according to customer requirements and internal process standards.
• Effective communication and collaboration with internal and external customers.

• Maintain department KPIs and customer satisfaction ratings as defined by the department.
• Answer incoming customer phone calls and take appropriate action for each call.
• Communicate and monitor incoming customer emails to ensure timely communication; escape internal and external concerns for expedited resolution; ensure customer satisfaction at all times.
• Manage exceptions and review database for errors. Research and resolve exceptions and respond to escalation of service requests.
• Assist with coordinating dispatch activities for moves including driver instructions, confirmation of delivery, and follow up with customers.
• Proactively communicate with customers, to include new customer onboarding and new order follow-up. Proactively collaborate with Sales to ensure customer needs are understood and appropriately addressed.
• Provide input to leadership and management teams on departmental initiatives and process improvement projects.
• Maintain accurate, timely, and thorough records in proprietary database.
• Perform routine data entry including but not limited to: entering new orders and shipment information into computerized tracking systems; tracing shipments with steamship lines, trucking vendors, railroads, and other suppliers; and updating information in various systems.
• Perform typing, faxing, mail distribution, phone messaging, and other office related duties as required.
• Scan and separate documents in Document Management System.
• Update schedule, logs, and tasks daily.
• Other duties as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma or equivalent (HSED) required
• Associate degree or related college coursework preferred

• 2 + years of related customer services experience with an emphasis on the importing and exporting of goods required
• Domestic and/or international transportation and logistics experience preferred

• Demonstrated proficiency with Microsoft Office products at the following levels:
  Excel, Word, Outlook:
  Basic level of skill
• Experience with ten key by touch and typing speed of 35 WPM.
• Ability to communicate clearly with excellent verbal, written, and listening skills.
• Ability to work as an individual contributor and as a valued participant in a team based environment.
• Demonstrated ability to maintain confidentiality with tact and discretion.
• Excellent customer service skills with the ability to develop effective professional relationships.
• Strong attention to detail with a high degree of accuracy with data entry.

• Delivers Results Rigorously drives self and others to achieve high levels of individual and organization performance.
• Focuses on the Customer & Market Continuously evaluates what is important to the customer/client and develops products or solutions that exceed expectations.
• Makes Sound Business Decisions Makes timely and well-informed decisions that advance critical priorities, capitalize on new opportunities, and resolve problems.
• Practices our Values Supports and models The Pasha Way; conduct reflects Excellence, Honesty, Integrity, Innovation and Teamwork.

• Hear and speak with sufficient clarity to understand and engage in telephonic information exchange; hear and understand verbal instructions; give and receive information verbally in person or via communication device - Often
• Walk/travel within office environment, crouch/bend to access floor-level storage - Often
• Use hands/fingers to operate office equipment, type/complete data input, write - Often
• Reach with hands, arms; lift, move and manipulate objects weighing up to 20 lbs - Regularly
• Sight sufficient to read instructions, documents, and screen-based information - Often
• Use hands/fingers to manipulate and file documents, folders, small objects - Regularly

• Corporate office environment

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