Customer Service Agent

Position Title: Customer Service Agent
Pay: $20-$22/hr
Location: Wood Dale, IL (onsite 5 days/wk)

Position Overview:
The Customer Service Agent plays a key role in logistics coordination and customer communication, ensuring smooth and efficient shipment handling. This is a contract-to-hire, on-site role.

Key Responsibilities:

1. Customer Service

   • Provide customers with daily updates on shipment status, tracking reports, and delivery confirmations. Record Proof of Delivery (POD) details in the internal system, ensuring compliance with customer-specific Standard Operating Procedures (SOP).

2. Break Bulk (BB) Consolidation

   • Consolidate BB shipments in the system daily, send arrival notifications to customs brokers, and verify Master Air Waybills (MAWB) as required.

3. Delivery Carrier Certificate Generation

   • Generate and issue Delivery Carrier Certificates for broker-handled shipments once billing invoices are paid.

4. Delivery Order (D/O) Management

   • Prepare and dispatch Delivery Orders for shipments, coordinate final-mile delivery, and update POD status accordingly.

5. Vendor Communication

   • Liaise with airlines, warehouses, and other vendors daily for shipment updates or instructions.

6. MAWB HOTSHEET and Airline Nomination

   • Maintain and update the MAWB HOTSHEET, coordinate airline nominations, and address any irregularities in communication with airlines or warehouses.

7. Email Monitoring

   • Monitor emails actively, respond promptly, and forward relevant messages to team members or supervisors as needed.

8. Billing Invoice Processing

   • Generate and send billing invoices for broker-handled shipments, coordinating with the customer’s designated broker for payment.

9. Weekend Shift

   • Participate in a rotating weekend shift every other week, primarily on Saturdays.

10. Issue Escalation

    • Escalate issues such as damages, delays, or complaints to a supervisor when necessary.

Qualifications:

• Education: College degree preferred.
• Experience: 2-3 years, preferably within the logistics industry.
• Technical Skills: Proficient in Microsoft Office with strong typing skills