Customer Service & Support Jobs in Richmond, VA (Now Hiring) — 1,778 open — Page 60

Overview

Estes Forwarding Worldwide (EFW) is a leading domestic and international freight forwarder in the United States, providing customized logistics and warehousing solutions for clients around the world and across all industries via air, ground, and ocean freight. A subsidiary of Estes Express lines with corporate located in Richmond, Virginia, EFW is uniquely backed by Estes Express Lines’ extensive line haul network providing EFW clients with a hybrid transportation network. The company has received industry awards, including Specialty Carrier of the Year and E-Commerce Delivery Carrier of the Year, and has been recognized by Global Trade Americas as a leading 3PL to watch.

 

We are proud to offer highly competitive pay and a comprehensive benefits package, including:

• Paid vacation, sick time, and holidays
• 401(k) plan with company match
• Medical, dental, and vision insurance
• Short- and long-term disability plans
• Life and accidental death & dismemberment insurance
• Job referral bonus program
• Pay Range: $18.00 -$20.00/ hr

Responsibilities

The Coordinator, North American Operations, reports directly to the Leader, North American Operations. The Coordinator, North American Operations, is responsible for evaluating pricing and transportation options in order to provide exceptional customer service while supporting the North American Operations Department and its domestic clients.  

 

To perform this job successfully, an individual must satisfactorily perform each essential duty.  Reasonable accommodations will be made to enable individuals with disabilities to perform the essential duties.

• Through a network of internal and external transportation suppliers, use company training and experience to determine the most efficient, cost effective, time sensitive process of providing the requested Estes Forwarding Service. 
• Carry out assignments in conducting work for EFW and its clients, including evaluating multiple options regarding transportation; pricing, timing, availability, volume and other factors with frequent direction from management when appropriate. Interpret and implement standardized management policies and operate company practices when arranging transportation with vendors and clients. 
• Serve as the front-line communicator for customer and vendor disputes. Handle such complaints and resolve them using exceptional customer service to preserve customer satisfaction, vendor relationships, and company reputation. Use discretion when determining situations that need to be escalated to management.
• Effectively manage multiple tasks and work under pressure to meet deadlines.
• Proactively identify shipments at risk of service failure and take control of shipments to ensure on time delivery.
• Develop and maintain a positive working relationship with service providers.
• Work flexible hours and various shifts.
• Research all possible routings via airlines, line-haul, pick-up/delivery, scheduling, and geographic servicing. Utilize the most efficient and cost effective routes.
• Document all shipments with detailed trace notes and accurate data entry. Complete additional shipping documents as required. Thoroughly document all information for every shipment including special customer requests, documentation of agent specials, the assignment of special authorization numbers, ship tracing information and OS&D information.  Maintain with accuracy, appropriate TSA and DOT documents including documents for the movement of Dangerous Goods.
• Maintain on-time service integrity with a goal of 100% on time. Continually monitor and update shipments as defined by EFW Forwarding Services management policies.
• Be available for 24-hour on call rotation when requested by management.
• Communicate promptly and effectively any issues that place shipments in jeopardy with internal customers, external customers and service providers. Escalate issues to management when appropriate.
• Per company policy, ensure 100% compliance with all TSA regulations regarding the Indirect Air Carrier Standard Security Program and Shipper’s Security Endorsements.
• Utilize current and developing Internet tracking applications to effectively update, communicate and monitor shipment status.
• Comply with company C-TPAT and TSA security procedures.
• Perform other duties as assigned.

Qualifications

The qualifications listed below are representative of the minimum knowledge, skill, and/or ability required.

SKILLS AND ABILITIES

• Intermediate proficiency in Microsoft Office, internet, web-based and job specific software applications.
• Must be able to proficiently complete air and ground shipping documents both electronically and manually.
• Work outside of normal business hours in order to meet deadlines where necessary and as directed by management.
• Maintain a strong work ethic, including a positive demeanor at all times and work in a cooperative and friendly manner with customers, co-workers and those with whom the employee comes into contact while fulfilling the obligations of the position.
• Present a professional appearance, attitude, and image with internal and external clients.
• Demonstrate effective problem solving, interpersonal, written and verbal communication skills. Must be able to clearly convey short and long-term defined goals.
• Ability to speak English is a requirement of the customer.
• Ensure complete customer satisfaction and to create repeat business opportunities.
• Meet all deadlines 100% of the time.
• Regular, reliable attendance.
• Effective time management.
• Excellent problem solving skills.
• Ability to multi-task and change course quickly.
• Interpret information to accomplish business objectives.
• Plan and prepare for the needs of the organization within the employee's span of control.
• Exceptional organization skills.
• Ability to work with groups of people such as other departments and communicate know concepts.
• Ability to solve problems with a variety of concrete variables through standardized solutions that require some ingenuity and analysis.
• At this time, EFW will not sponsor a new applicant for employment authorization for this position.
• EFW prides itself on the quality of its employees and as such, candidates who receive a job offer will be required to successfully pass a drug screen and a background check.
• EFW offers an opportunity to grow and develop your career in an environment that provides a fulfilling workplace for employees, creates an environment for continuous learning, and embraces the ideas and diversity of others. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, color, creed, religion, national origin, age, disability status, protected veteran status, marital status, sexual orientation, gender identity or expression, or any other legally protected status.

SUPERVISION

Position functions with supervision and has no direct reports.

 

EDUCATION/EXPERIENCE

Minimum of an Associate's degree (or equivalent) in a related field and 1– 3 years of experience in transportation, logistics or other transportation business. Experience working with Dangerous Goods/HAZ-MAT certification desired. However, a combination of experience and/or education will be taken into consideration. 

 

LICENSES/CERTIFICATIONS

None required.

 

TRAVEL

None required.

 

PHYSICAL DEMANDSThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties.

Typically sitting at a desk or table.  Intermittently sitting, standing, walking or stooping.

 

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential duties of this job.  Reasonable accommodations will be made to enable individuals with disabilities to perform essential duties. 

Normal office situation.

 

EFW is an Equal Opportunity Employer, Minorities/Female/Disabled/Veteran.