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Full-time Customer Service Specialist

at Nastech consulting in Massachusetts


Must have experience in SCM Background

Must have experience in TMS

Must have the ability to navigate and use multiple software systems and fields to access data

Must have the exposure to Rail, Ocean or Trucking industry

Must have Excellent communication skills and highly engaging demeanor over the phone
As a Customer Service Specialist, you will provide both front line support to the clientGlobal’s customers and users as well as initiate outbound calls/email campaigns to help grow client’s network. The front-line support role involves resolving customer inquiries accurately and within a timely manner, as well as supporting bi-monthly billing by rectifying any unsolved disputes, charges, etc. for customers. The outbound campaign management role involves explaining to our prospective logistics partners the value of the platform and enlisting them to become a member of the client network.

You will be successful if you enjoy and want to be a part of...

A high performing company and team, with a focus on quality, accuracy, and responsiveness

Solving problems and working with customers

Helping our customers move millions of shipments a year in more than 120+ countries

Working in a team environment with the opportunity for team projects and collaboration

Having a voice and participating

Managing a variety of support tasks and engaging with the users and customers

Working in a globally distributed team with members across Americas, EMEA and APAC

Responsibilities:

Front line support for all the client Global products and services – through online ticket help system, chat, email, phone, or face-to-face

Managing outbound campaigns to enlist logistics service providers and transportation providers to be a part of client’s network

Research and resolve customer billing disputes

Draft and send announcements tailored to Blume Global’s brand and values regarding updates to the customer base

Ensure your interactions and resolutions align with company SOP’s (standard operating procedures)

System configuration and analysis – update the way the system is configured to meet individual customer needs or analyze and provide recommendations to customers

Policy advocacy – enforce customer program policies

Knowledge management – update the internal and external user knowledge base

Help the product team with product design, and perform beta testing

Training - Onboard new customers and provide training, Blume Global system instruction, consulting and coaching

Act as a consultant to our customers and users to teach best practices and make sure they can take full advantage of everything we have to offer

Support implementation efforts around product or service changes - Operate collaboratively to solve internal and external challenges

Act as a data and information detective; digging into and researching customer challenges - Identify support trends, recommend and spearhead process and operational improvements - Identify and raise potential sales and growth opportunities for the sales team

Skills and Qualifications:

Bachelor's or Associate’s degree from a college or university; or one to two years related experience and/or training; or the equivalent combination of education and experience.

Ability to navigate and use multiple software systems and fields to access data

Exposure to some type of Transportation or Logistics software is a plus.

Exposure to Rail, Ocean or Trucking industry is a big plus.

Tier 1 or Tier 2 support customer support experience is a big plus

Excellent communication skills and highly engaging demeanor over the phone

Strong attention to detail and good organizational skills

Strong analytical, conceptual, and problem-solving abilities

Excellent listening, verbal, and written communication, bi-lingual (English and Spanish speaking preferred).

Self-motivated, team player with a "can-do attitude"

Microsoft Office Suite: Word, Excel, Outlook, PowerPoint

Recent graduates are welcome to apply


Reference : Customer Service Specialist jobs


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Published at 29-01-2021
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