Customer Service Specialist

Job Brief:

Location : Canton,Massachusetts,USA,

US Cirizens, Green Card

• Must Haves:

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 Blume Global’s customers and users as well as initiate outbound calls/email campaigns to help grow Blume’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 Blume 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 the client all 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 Client 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, the clientGlobal 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

Responsibilities:

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