Customer Support Representative

Job Description Summary

The Customer Support Representative is responsible for delivering world-class customer service by fielding general questions about our platform and shipping; performing routine tracking and tracing of shipments; and troubleshooting site and load issues. The role performs customer-facing work driven by customer phone calls, emails, and live chat.

Top Reasons You'll Love Freightquote:

• Get trained by your peers - In-person, hands-on training led by expert team members and coworkers that actually perform your same job
• Be yourself at work - Never recite another phone script again; our team knows and celebrates the strengths of diversity and individuality
• Be a part of growth - Our team supports a rapidly growing online platform that consistently fuels new opportunities for our team and its awesome employees

• Answers customer calls, chats, and/or emails quickly, addresses all customer questions and concerns
• Notates all calls and actions in appropriate places
• Performs routine tracking and tracing, updating loads as necessary
• Performs corrections or updates to minor load issues
• Provides solutions to site related issues and/or triages issues as necessary
• Escalates larger customer and load issues to appropriate parties/departments
• Follows all department and Company SOP's

• Provides exemplary customer service by actively listening to customers, educating consumers, when necessary, effectively identifying solutions, and taking quick actions
• Follows through on customer requests to ensure satisfaction, where applicable invites feedback and seeks suggestions for improvement
• Manages conflict and navigates difficult conversations with the customer using tact and diplomacy
• Performs duties and responsibilities with our customer's satisfaction as the number one priority

• Meets or exceeds all identified department metrics and quality assurance standards
• Completes activities with accuracy and compliance to CHR and customer standards
• Understands and utilizes available tools and resources-including seeking help from peers and/or leadership as necessary
• Has ability to work independently with minimal supervision
• Other duties or responsibilities as assigned according to the team and/or country specific requirements

• High School diploma or GED

• Strong communication and interpersonal skills.
• Basic proficiency in Microsoft Office Suite of programs
• Ability to multi-task and demonstrate attention to detail and accuracy
• Minimum 1 year of customer service experience
• Values a diverse and inclusive work environment

• This job description is intended to generally describe the nature and level of work to be performed by employees in this position. It is not intended to be construed as an exhaustive list of all responsibilities and skills required of employees performing this role.

• C.H. Robinson is proud to be an Equal Opportunity and Affirmative Action employer. We believe in equality for all and celebrate the diversity of our employees, customers, and communities. We believe this increases creativity and innovation, drives business growth, and enables engaged and thriving teams. We're committed to providing an inclusive environment, free from harassment and discrimination, where all employees feel welcomed, valued, and respected.

• Two medical plans (including a High Deductible Health Plan)
• Prescription drug coverage
• Enhanced Fertility benefits
• Flexible Spending Accounts
• Health Savings Account (including employer contribution)
• Dental and Vision
• Basic and Supplemental Life Insurance
• Short-Term and Long-Term Disability
• Paid and floating holidays
• Paid time off (PTO)
• Paid parental leave
• Paid time off to volunteer in your community
• Charitable Giving Match Program
• 401(k) with 6% company matching
• Employee Stock Purchase Plan
• Plus a broad range of career development, networking, and team-building opportunities