SHIPPER SUPPORT REPRESENTATIVE

Description

About GLS US

GLS US provides parcel delivery throughout the Western US, Texas, and Colorado with fast, dependable service built around the needs of businesses and their customers. From first-mile pickup to final-mile delivery, our network is designed for speed, consistency, and exceptional customer experiences.

People are at the center of everything we do. As the first company in the logistics industry to earn the Employer of Choice® designation, we're committed to creating a workplace where employees are valued, supported, and empowered to grow. We believe our success starts with investing in our people and fostering a culture built on collaboration, teamwork, and respect.

GLS US is part of GLS Group, a leading international parcel delivery network operating in more than 50 countries. Together, we combine the agility and personalized service of a regional provider with the strength, stability, and global expertise of an international logistics organization.

Requirements

PRIMARY FUNCTION:

The Shipper Support Representative will take part in supporting shippers over our different forms of communication. This includes assisting shippers via chat, email, or phone. The Shipper Support Representative will assist customers with operating or procedural questions with our applications, products, or services.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES:

• Assist shippers though any GLS related form of communication (chat/email/phone) 
• Foster and maintain a positive work environment for all teams 
• Always promote a "customer first" environment 
• Assist customers with service questions, tracking deliveries and pick-ups, scheduling pick-ups and resolving complaints 
• Verify suggested solutions effectively resolve the customer's concern through verbal or email feedback 
• Provide professional support and ensure customer satisfaction 
• Customer interactions must be handled with diplomacy and tact 
• Offer customers pricing/services that align with their shipping needs 
• Meet established standard of handling customer interactions in a high level of customer service 
• Recommend and submit requests for account changes within standard operating procedures 
• May be required to perform tasks beyond those explicitly listed in this role.

FUNCTIONAL REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• High School diploma or general education degree (GED)or one to three months related experience and/or training or equivalent combination of education and experience. 
• Must be able to lift 75 lbs. Must be at least 18 years of age. 
• Excellent verbal and written professional communication skills 
• Excellent telephone personality skills 
• Highly energetic, motivated self-starter
• Decision making, problem resolution, and creative thinking skills 
• Proficient with Microsoft Office (Excel, Outlook, Word) 
• Demonstrated ability to be organized take initiative, and follow up independently 
• Meet attendance schedule with dependability and consistency 
• Detail oriented 
• Demonstrated track record of customer service call center experience 
• Familiarity with software applications Salesforce and Talk Desk

EEO STATEMENT:

General Logistics Systems US is an Equal Employment Opportunity (EEO) employer and is committed to a diverse workforce. We welcome all qualified applicants to apply to GLS, and we strive to select the best qualified applicant for each position in our organization. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law. GLS complies with all laws and regulations relating to employment discrimination and is always committed to doing what's right.