Customer Service Dispatcher

Customer Service Dispatcher
Requisition Id: 24915
Business Unit: Last Mile
Location: Avenel, NJ, US, 07001
XPO provides cutting-edge supply chain solutions to the world's most successful companies, including Boeing, Home Depot, Ikea, L'OrĂ al and many others. We're growing worldwide. And we're constantly looking for talented individuals at all levels who can deliver the caliber of service our customers require. If you're ready to give us your best, let's talk. We'd like to invest in you. (NYSE: XPO)
Essential Functions
Providing assistance by telephone to customers and business partners concerning product deliveries, returns, and exchanges
Diagnosing, assessing, and resolving problems or issues in a timely manner, within the established level of service
Providing excellent customer service at all times
Handling customer complaints and concerns in a professional manner
Communicating with customers when necessary to advise shipments delay and/or information necessary to process orders
Processing changes or cancellations to delivery orders
Assisting in initiating orders for replacement parts and/or for correcting errors (shortages, wrong item shipped, etc)
Assisting in monitoring progress of delivery routes throughout the U.S.
Completing forms and determining necessary changes for service requested
Obtaining customer feedback information
Scanning of anti-tip pods and verification that stamps are completed correctly
Scanning of haul-away pods and verification that stamps are completed correctly
Other duties may be assigned to meet business needs
Bilingual; English/ Spanish is desired
Strong customer service skills; ability to diffuse client frustrations
Ability to communicate to customers, co-workers, and management in a professional/courteous manner
Exceptional attention to detail-oriented tasks
Ability to use logic and problem-solving skills to resolve issues, navigate between dual monitors, familiarity with time zones, etc
Clear and concise verbal and written communications skills
Ability to follow written and verbal instructions
Ability to work independently under tight deadlines in a rapidly changing environment
Proficiency of business computer applications is required: Internet, Web Based Applications, MS Office or other business software
Ability to handle stressful situations resulting from high volume of phone calls, technical problems, frustrated customers, and changes in departmental priorities or procedures
Ability to perform routine mathematical calculations
Typing; ability to use personal computers and telephones
Good organizational and multi-tasking skills
Experience working with personal computers and business applications is required
One year experience in a customer service oriented environment is strongly desired
Experience in a call center environment is a plus
High School diploma or GED is required
We are proud to be an Equal Opportunity/Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, sex, disability, veteran, or other protected status
Nearest Major Market: New York City
Nearest Secondary Market: Newark

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