Customer Service Representative (CSR)
Company: J.W. Logistics
Location: Kansas City
Posted on: May 15, 2022
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Job Description:
Job Description About J.W. Logistics: J.W. Logistics, LLC is a
national provider of final-mile and middle-mile delivery solutions
for premier e-commerce businesses to develop solutions to expedite
transit times, increase efficiency, while reducing costs. Growing
to over 70 markets nationwide, J.W. Logistics has been named to the
Inc. 5000---s list of fastest-growing privately held companies for
5 years since the company---s start in 2011. We know the basis of
our success is not only HOW we operate, but WHY we do it.
Strategically partnering with businesses allows us to create a
greater overall experience not only for our customers, but the
consumers. At J.W. Logistics, we know we are only as good as our
last delivery and take pride in maintaining a standard of
excellence throughout the entire delivery process. J.W. Logistics
is a company comprised of highly motivated individuals that have
the vision to continue our business forward and seek out the most
qualified individuals who are eager to embrace the rapid growth
rate, customer-obsessed culture, and commitment to excellence. At
J.W. Logistics, we celebrate success, encourage creativity, and
prosper together. Company Culture: Character: Everyone has it. We
look for the very best. Communication: All aspects - concise,
transparent and accurate. Competency: Aptitude & potential - today
and looking beyond. Commitment: Having a ---whatever-it-takes---
attitude. Consistency: Trust and Confidence. Dependable, not
predictable. Creativity: Maintaining an innovative atmosphere.
Chemistry: Alignment with our philosophy in all relationships.
Character: Everyone has it. We look for the very best. Position
Overview Customer Service Rep. (CSR) provide support to both
internal and external customers by exceeding their expectations. As
a CSR you will lead efforts to support the delivery, return, and
exchange of products; provide updates, resolve issues, and
communicate necessary information to customers and business
partners. The CSR will provide strategic leadership ensuring the
best in class customer experience for our customers.
Responsibilities: Must have Call Center experience Provide
leadership to manage call center volume and provide recommendations
to ensure customer escalations are being handled and mitigating
root-cause issue of defects. Provide training and enforce
procedures to ensure delivery updates are entered into DataTrac and
other OMS to ensure PODs and system compliance are being followed
by drivers in the field Work closely with field management to
enforce best practices by monitoring network KPIs providing daily
and weekly scorecard metrics for FM operations Monitoring call-flow
design in phone system and providing adjustments to ensure average
speed to answer and average talk time metrics are above industry
standards. Support other CSRs by handling call escalations that
require extra attention Participating in weekly customer calls with
field leadership to provide data and actions to resolve issues in
Final Mile markets Ensure CSR team is providing support to monitor
progress of U.S. delivery routes Design and implement company
policy for Final Mile processes and procedures Monitor and manage
company reputation through social media and other communication
channels. Company Description J.W. Logistics, LLC is a national
provider of final-mile and middle-mile delivery solutions for
premier e-commerce businesses to develop solutions to expedite
transit times, increase efficiency, while reducing costs. Growing
to over 70 markets nationwide, J.W. Logistics has been named to the
Inc. 5000---s list of fastest-growing privately held companies for
5 years since the company---s start in 2011. We know the basis of
our success is not only HOW we operate, but WHY we do it.
Strategically partnering with businesses allows us to create a
greater overall experience not only for our customers, but the
consumers. At J.W. Logistics, we know we are only as good as our
last delivery and take pride in maintaining a standard of
excellence throughout the entire delivery process. J.W. Logistics
is a company comprised of highly motivated individuals that have
the vision to continue our business forward and seek out the most
qualified individuals who are eager to embrace the rapid growth
rate, customer-obsessed culture, and commitment to excellence. At
J.W. Logistics, we celebrate success, encourage creativity, and
prosper together.
Keywords: J.W. Logistics, Kansas City , Customer Service Representative (CSR), Hospitality & Tourism , Kansas City, Kansas
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