Customer Service Representative

ABOUT IMPERATIVE LOGISTICS Imperative Logistics specializes in highly complex air, ocean and ground shipments, customs brokerage services and a full suite of international logistics services. Focusing on industries with unique needs such as life sciences, technology, aerospace and chemicals, the Global Forwarding team understands the sensitivity of your shipments and ensures the utmost attention to detail. With offices located at major international shipping hubs and a global network of agents and partners, Imperative is a critical partner in your supply chain. JOB SUMMARY The Logistics Coordinator I is the liaison between customers, vendors, and other internal/external stakeholders. Our mission is to add value to our clients’ businesses and supply chains, by offering a complementary platform of premier logistics solutions that specialize in sensitive, time-definite, high-value, and white-glove shipments. ESSENTIAL JOB FUNCTIONS Deliver exceptional customer service by means of excellent quality performance Timely communication with customers via email and phone Timely acknowledgement of customer complaints and issues resolution with periodic updates as needed Keep records of customer contact, transactions, comments, and complaints. Ensure documentation is complete, profession, and accurate Follow Standard Operating Procedures and directives as outlined by leadership and the company guidelines Keep records of customer contact, transactions, comments, and complaints. Ensure documentation is complete, profession, and accurate Communicating and coordinating with colleagues as necessary Adhere to company KPI’s (key performance indicators) QUALIFICATIONS AND EDUCATION REQUIREMENTS Entry level Ability to be patient and understanding, especially in the midst of challenging situations Comfortable using computers and Microsoft Suite, specifically Excel Ability to effectively problem solve Ability to work independently and a part of a team Proficient in CargoWise operating system Customs Brokerage and/or Freight forwarding operational background preferred, but not required. COMPENSATION $-$, per hour we consider a variety of factors in determining base compensation including but not limited to, experience, education, certifications, internal equity, market data and geography. PHYSICAL REQUIREMENTS The position is in an indoor, office environment, requires the ability to communicate with internal and external customers or vendors verbally and in writing, sit for periods of time, operate typical office equipment which requires seeing and the use of a keyboard. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice. WHAT WE OFFER Medical, Dental, and Vision insurance 401k + matching contribution HSA + matching contribution Paid Time Off Life Insurance Employer-paid short and long-term disability insurance ...and more! Imperative Logistics Group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.