Afternoon Customer Service Representative (CSR)

About J.W. Logistics:

J.W. Logistics, LLC is a national provider of final-mile and middle-mile delivery solutions for premier e-commerce businesses to develop solutions to expedite transit times, increase efficiency, while reducing costs. Growing to over 70 markets nationwide, J.W. Logistics has been named to the Inc. 5000’s list of fastest-growing privately held companies for 5 years since the company’s start in 2011.

We know the basis of our success is not only HOW we operate, but WHY we do it. Strategically partnering with businesses allows us to create a greater overall experience not only for our customers, but the consumers. At J.W. Logistics, we know we are only as good as our last delivery and take pride in maintaining a standard of excellence throughout the entire delivery process.

J.W. Logistics is a company comprised of highly motivated individuals that have the vision to continue our business forward and seek out the most qualified individuals who are eager to embrace the rapid growth rate, customer-obsessed culture, and commitment to excellence.

At J.W. Logistics, we celebrate success, encourage creativity, and prosper together.

Company Culture:

Character: Everyone has it. We look for the very best.

Communication: All aspects - concise, transparent and accurate.

Competency: Aptitude & potential - today and looking beyond.

Commitment: Having a “whatever-it-takes” attitude.

Consistency: Trust and Confidence. Dependable, not predictable.

Creativity: Maintaining an innovative atmosphere.

Chemistry: Alignment with our philosophy in all relationships.

Character: Everyone has it. We look for the very best.

Position Overview

Customer Service Rep. (CSR) provide support to both internal and external customers by exceeding their expectations. As a CSR you will lead efforts to support the delivery, return, and exchange of products; provide updates, resolve issues, and communicate necessary information to customers and business partners. The CSR will provide strategic leadership ensuring the best in class customer experience for our customers.

Responsibilities:

• Must have Call Center experience
• Provide leadership to manage call center volume and provide recommendations to ensure customer escalations are being handled and mitigating root-cause issue of defects.
• Provide training and enforce procedures to ensure delivery updates are entered into DataTrac and other OMS to ensure PODs and system compliance are being followed by drivers in the field
• Work closely with field management to enforce best practices by monitoring network KPIs providing daily and weekly scorecard metrics for FM operations
• Monitoring call-flow design in phone system and providing adjustments to ensure average speed to answer and average talk time metrics are above industry standards.
• Support other CSRs by handling call escalations that require extra attention
• Participating in weekly customer calls with field leadership to provide data and actions to resolve issues in Final Mile markets
• Ensure CSR team is providing support to monitor progress of U.S. delivery routes
• Design and implement company policy for Final Mile processes and procedures
• Monitor and manage company reputation through social media and other communication channels.

J.W. Logistics, LLC is a national provider of final-mile and middle-mile delivery solutions for premier e-commerce businesses to develop solutions to expedite transit times, increase efficiency, while reducing costs. Growing to over 70 markets nationwide, J.W. Logistics has been named to the Inc. 5000’s list of fastest-growing privately held companies for 5 years since the company’s start in 2011.

We know the basis of our success is not only HOW we operate, but WHY we do it. Strategically partnering with businesses allows us to create a greater overall experience not only for our customers, but the consumers. At J.W. Logistics, we know we are only as good as our last delivery and take pride in maintaining a standard of excellence throughout the entire delivery process.

J.W. Logistics is a company comprised of highly motivated individuals that have the vision to continue our business forward and seek out the most qualified individuals who are eager to embrace the rapid growth rate, customer-obsessed culture, and commitment to excellence.

At J.W. Logistics, we celebrate success, encourage creativity, and prosper together.

Recommended Skills

• Call Centers
• Communication
• Creativity
• Customer Experience
• Leadership
• Metrics