Customer Experience Specialist
Job Description
Job Description
We are looking for a dedicated Customer Experience Specialist to join our team in Lawrence, Massachusetts. This is a long-term contract position, offering an excellent opportunity to contribute to a dynamic and team-oriented environment within the manufacturing industry. The role involves managing logistics and customer interactions to ensure seamless shipping operations and outstanding service.
Responsibilities:• Coordinate freight pick-ups and schedule carrier appointments to optimize delivery timelines.
• Communicate shipping details through customer web-based logistics systems to ensure accurate tracking and updates.
• Maintain and update customer routing guides and matrices in response to changes.
• Prepare and organize shipment documentation, including accurate bills of lading.
• Collaborate with logistics teams to oversee the preparation of international shipping documents.
• Work with account services and managers to provide feedback and insights on carrier performance.
• Partner with distribution teams to enhance on-time shipping performance and resolve shipping issues.
• Analyze data, generate reports, and propose recommendations to improve shipping metrics and distribution center efficiency.
• Investigate pending shipment statuses and deliver timely updates to stakeholders.
• Coordinate wave management activities with local distribution center teams to streamline operations.• Proven experience in call center customer service, demonstrating excellent communication skills.
• Proficiency in working across multiple web browsers and managing web-based systems.
• Strong skills in email correspondence, particularly in a detail-oriented environment.
• Ability to resolve connectivity problems and offer solutions to customers.
• Demonstrated success in customer service roles, focusing on customer satisfaction.
• Advanced proficiency in Microsoft Excel, including data analysis and reporting.
• Strong organizational skills with attention to detail.
• Ability to work collaboratively in a team-oriented office environment.
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