Job Description

Position: Customer Experience Advocate

Department: CXMC

Reports to: CX Manager

Position Summary: Provide and maintain a positive customer experience through timely response to customer contact inquires and dispatch support. Support reporting needs for the company, launch project coordination and National customer operations support. Other miscellaneous duties as assigned by leadership.

Key Responsibilities: Following are some of the key areas of responsibilities:

1. Answer & Case all customer calls promptly and professionally 40%

1. Enter order processing information quickly and accurately.

1. Complete all inquiries regarding track and trace requests and communicate status to customer.

1. Maintain excellent working knowledge of client’s products and services.

1. Identify opportunities for new service or product enhancements and communicate this with leadership.

1. Provie accurate service and pricing information

1. Dispatch Orders 40%

1. Responsible for the on-time pickup and delivery coordination of customer service requests; to drivers & carriers.

1. Maintain professionalism, respect, fairness, and dignity in all driver relationships.

1. Orientation and motivation as required relating to the drivers and couriers.

1. Recognize and prioritize—alert for immediate dispatch.

1. Identify and ensure all customers are given 100% performance on deliveries.

1. Ensure work completion on time and prompt pick-up in accordance with established standards of service.

1. Manage and Support North America dispatch boards.

1. Monitor routes as stated in clients SOWs.

1. Provide leadership with information on equipment failures and problems.

1. Account Management 20%