Customer Support Specialist (trucking/logistics industry experience preferred)

JOB SUMMARY The Customer Support Specialist is a frontline representative of KASS and must consistently demonstrate our commitment to providing the highest level of service and ensuring fair business practices. Must possess a strong customer service attitude, professionalism, technical proficiency and the ability to thrive in a fast-moving and evolving environment. The primary focus of this position is to provide service and support to our in-house asset division and its clients while delivering a consistent and positive customer experience. ESSENTIAL FUNCTIONS General clerical duties, including answering and directing calls, data entry, recordkeeping and filing Utilize specialized TMS software to enter, maintain and update shipment and operational information Enter and process customer orders, ensuring complete and accurate load and PO numbers, coding, pickup/delivery times, loading/unloading instructions and other customer requirements Assist with dispatching loads, updating the load board and resolving driver and shipment issues Provide professional customer service by phone and email regarding shipments, tracing, rates, tariffs, billing, orders, returns and other inquiries Research, resolve and document customer questions and service issues, escalating to management or the appropriate team member when necessary Coordinate with customers, carriers, drivers, and operations to support on-time deliveries Track shipments and provide timely and accurate customer status updates Identify and resolve documentation errors, including over, short and damaged freight Assist with transportation activities including backhauls, fleet management and regulatory compliance Maintain office and operational supply inventory and communicate needs to the home office Communicate professionally while maintaining respect and integrity Provide backup support during a team member absence SKILLS AND ABILITIES Professional demeanor with a customer service attitude and aptitude to establish credibility Good judgement and initiative to make sound decisions Time management, organizational and multi-tasking skills Capable of juggling multiple responsibilities and quickly changing priorities Hard working and reliable, with ability to work independently and as part of a team Ability to sit for extended periods in a primarily office-based environment QUALIFICATIONS AND REQUIREMENTS Minimum 2 years customer service experience Proficient with Microsoft Office Suite (Excel, Word and Outlook) Trucking or logistics experience preferred DAT board and broker negotiating experience preferred Strong computer, typing and mathematical skills Organized, detail oriented and accurate Focused and efficient, analytical problem-solver Self-motivated with initiative to expand on abilities Positive, personable and relationship-oriented Team player attitude Collaboration on special assignments as requested Excellent written and verbal command of the English language Respect of the work environment by keeping it neat and clean Prompt daily attendance Due to the nature of the industry, position may require occasional work outside of regular business hours Expected hours: 40.0 per week Benefits: 401(k) matching Dental insurance Health insurance Paid time off Vision insurance Experience: customer service: 2 years (Required) trucking or logistics: 1 year (Preferred) Work Location: In person

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