Customer Service Specialist - Control Tower, SPX Express
Job Description
Job Description:
- High-Level Issue Resolution: Investigate and resolve complex (L2/L3) tickets regarding missing, delayed, or high-priority shipments with a focus on first-time resolution.
- Operational Monitoring: Oversee daily dispatch status and identify potential delivery bottlenecks to proactively mitigate delays.
- Cross-Functional Liaison: Act as the primary link between sellers, buyers, and internal logistics partners to resolve multi-party shipment disputes.
- Evidence Validation: Conduct rigorous audits of Proof of Delivery (POD) against SOPs to validate delivery claims and resolve disputes fairly.
- SLA Management: Ensure all assigned tickets are handled within strict turnaround times (TAT), maintaining the gold standard for SPX service levels.
- Reporting & Analytics: Compile weekend performance data and provide voice of the customer insights to the Operational Excellence team to improve long-term processes.
Requirements:
- Minimum 3 years of customer service experience, preferably in logistics related field
- Proficient in Google Suite (Sheets/Docs) and MS Office
- Exceptional conflict resolution skills
- Highly disciplined and detail-oriented, with the ability to work autonomously without direct supervision
- Good interpersonal and communication skills
- Comfortable with a weekend shift schedule
More Info
Key Skills
About Company
Skills:
, Ms Office, Logistics Operations, Facility Automation, Google Workplace