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C.H. Robinson Customer Support Representative in Kansas City, Missouri

As a Customer Support Representative you will perform customer-facing work which is largely driven by inbound customer communication—including phone calls, emails, and live chat. You will be responsible for providing world class customer service by answering general questions about our platform and shipping; performing routine tracking and tracing of shipments; troubleshooting minor site and load issues; and escalating larger problems as appropriate. You will put our customers first by listening, educating, and resolving issues quickly and efficiently.

Our main priority continues to be the health and safety of our employees. Due to the COVID-19 pandemic, this position has the option to be remote until further notice. We will continue monitoring the circumstances and when we feel comfortable, this position will return to the office in Kansas City where you will have an opportunity to collaborate face-to-face with a talented and diverse group of peers.

Responsibilities:

Execution

  • Answers customer calls and emails quickly, addresses all customer questions and concerns.

  • Notates all calls and actions in appropriate places.

  • Performs routine tracking and tracing, updating loads as necessary.

  • Performs corrections or updates to minor load issues.

  • Provides solutions to site related issues and/or triages issues as necessary.

  • Escalates larger customer and load issues to appropriate parties/departments.

  • Follows all department and Company SOP’s

Customer Service

  • Provides exemplary customer service by actively listening to customers, educating consumers when necessary, effectively identifying solutions, and taking quick actions.

  • Follows through on customer requests to ensure satisfaction; where applicable invites feedback and seeks suggestions for improvement.

  • Manages conflict and navigates difficult conversations with the customer using tact and diplomacy.

  • Performs duties and responsibilities with our customer’s satisfaction as the number one priority.

Efficiency

  • Meets or exceeds all identified department metrics and quality assurance standards.

  • Completes activities with accuracy and compliance to CHR and customer standards.

  • Understands and utilizes available tools and resources—including seeking help from peers and/or leadership as necessary.

  • Has ability to work independently with minimal supervision.

Required Qualifications:

  • High School Diploma or GED equivalent

Preferred Qualifications:

  • Values a diverse and inclusive work environment

  • Strong communication and interpersonal skills.

  • Experience working with MS Office; including Word, Excel and Outlook

  • Ability to multi-task and demonstrate attention to detail and accuracy

  • 1+ year(s) customer service experience

Equal Opportunity and Affirmative Action Employer

C.H. Robinson is proud to be an Equal Opportunity and Affirmative Action employer. We believe in equality for all and celebrate the diversity of our employees, customers and communities. We believe this increases creativity and innovation, drives business growth and enables engaged and thriving teams. We’re committed to providing an inclusive environment, free from harassment and discrimination, where all employees feel welcomed, valued and respected.

Affirmative Action Employer/EOE/M/F/Disabled/Veteran

Benefits

We are proud to offer a top-tier benefits package, including medical, dental, vision, life and disability insurance, prescription drug coverage, paid parental leave, paid holidays and paid time off (PTO), 401K, employee stock purchase plan, as well as a broad range of career development opportunities.

About C.H. Robinson

From the produce you buy, to the water you drink, C.H. Robinson delivers products to people all around the globe. We are one of the world’s largest 3rd party logistic providers. Join our diverse team to innovate, solve problems, have fun and thrive.

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