Position Summary

The Client Care Specialist serves eShipping clients by handling their day-to-day Less than Truckload (LTL) questions and any freight needs that may arise. The Client Care specialist will become a subject matter expert on LTL services, and will be trained on shipment processing, quoting, tracking, mode optimization, and all customer service-oriented activities. Client Care reps will assist both small and large sized customers, and in some cases act as account manager within an account. Employees on the Client Care team will have both individual and team goals.

eShipping prides itself on being a high service company, therefore incoming calls, emails, and all customer interaction must be handled with exceptional customer service. The department is titled Client Care because we truly care about our customers, and we want this to be on display in everything we do for them.

eShipping has experienced consistent growth throughout its 20-year history and we’re looking for candidates who can further support our growth, while also embodying the core values of our company. We value the chance to promote from within, and employees who seek new challenges have opportunity to learn new concepts and advance within their team, as well as the company.

Essential Duties and Responsibilities

Duties include but are not limited to the following:

Execute shipment processing, quoting, tracking, mode optimization, and all customer service-oriented activities
Communicate to customers in a professional and timely manner
Execute with urgency, while maintaining a high level of detail to ensure mistakes are not made
Learn to navigate the internal eShipping platform used by employees
Train customers on the external online eShipping platform that is used for shipment processing, quoting, tracking, and data gathering.
Act with empathy towards unfortunate customer situations and work to provide solutions that improve the situation
Display positive energy to both customers and teammates
Work towards achieving both team and individual goals
Have a willingness to learn new concepts
Assist in the training of new employees
Implement and manage smaller tiered accounts
Other administrative duties as assigned

Required Skills and Abilities

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, skills, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Ability to work both independently and within a team.
Ability to effectively interact with other employees of the organization
Excellent customer service, time management, and prioritization skills
Excellent oral and written communication skills in person and via phone
Ability to understand, interpret, and explain complex issues and respond appropriately
Ability to multitask by researching information on a computer while speaking on the phone
Ability to effectively utilize computer programs including Word and Excel and agency management system

Minimum Education and Experience

College degree preferred but not required
1 year of previous customer service experience preferred

Physical Demands and Work Environment

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This description reflects management’s assignment of essential functions; it does not proscribe or restrict the tasks that may be assigned.

Physical Demands: While performing the duties of this job, the employee is regularly required to remain in a stationary position for at least 50% of the time. The employee needs to occasionally move about inside the office to access file cabinets, office machinery, etc. The general level of physical activity would be defined as sedentary. The employee is regularly required to operate a computer and other office productivity machinery, such as a calculator, telephone, copy machine, and printer. Some movements of the hands, arms, and wrists may involve repetitive motions. Specific vision abilities required by this job include the ability to detect, determine, perceive, identify, recognize, judge, observe, inspect, estimate, and assess various activities and surroundings.
Cognitive/Mental Requirements: While performing the duties of this job, the employee is regularly required to comprehend and use basic language, either written or spoken, to communicate simple and complex information, ideas, and information. The employee is also required to use logic to define problems, collect information, establish facts, draw valid conclusions, interpret information, and deal with abstract variables for unique or unfamiliar situations. The employee must use problem-solving skills to formulate and apply appropriate courses of action for routine or familiar situations. The employee may be required to perform numerical operations including basic counting, adding, subtracting, multiplying, and dividing or more complex quantitative calculations.
Work Environment: While performing the duties of this job, the employee is inside a central heat and air-conditioned office building. The noise level in the work environment is minimal.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of an employee. Duties, responsibilities, and activities may change at any time with or without notice.

eShipping LLC is an equal opportunity employer.

Job Type: Full-time

Pay: $19.00 - $22.00 per hour

Benefits:

401(k)
401(k) matching
Dental insurance
Employee assistance program
Health insurance
Health savings account
Life insurance
Paid time off
Paid training
Referral program
Retirement plan
Vision insurance
Work from home

Compensation Package:

Yearly bonus

Application Question(s):

Will you now or in the future require sponsorship for employment visa status?
What is your preferred email address for communication?
What is your desired hourly rate?
How did you hear about this opportunity? (Please list eShipping team member, if applicable)

Ability to Commute:

Kansas City, MO 64152 (Required)

Work Location: Hybrid remote in Kansas City, MO 64152

eShipping

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Client Care Specialist