Specialist, Customer Care - Overages, Shortages, & Damage

 

Solutions driven success.

 

XPO is a top ten global provider of transportation services, with a highly integrated network of people, technology and physical assets. At XPO, we look for employees who like a challenge and can communicate effectively in all situations. We want to leverage your skills and years of experience to drive positive results while ensuring a bright future for yourself and XPO. If you’re looking for a growth opportunity, join us at XPO. 

 

As the Customer Care Specialist, you will provide a high level of customer service as you field customer concerns via phone and email channels to identify problems, take appropriate resolution steps, educate, and communicate with appreciation to the XPO customers. On our team, you’ll have the support to excel at work and the resources to build a career you can be proud of. If you’re looking for a growth opportunity, join us at XPO.

 

Pay, benefits and more.

We are eager to attract the best, so we offer competitive compensation and a generous benefits package, including full health insurance (medical, dental and vision), 401(k), life insurance, disability and more.  

 

What you’ll do on a typical day:

• Investigation of distressed shipment & cargo claims concerns using a variety of tools and systems     
• Keep the customer updated throughout the process, demonstrating empathy for XPO mistakes, and escalate when resolution has stalled
• Use internal systems to understand a shipment history in order to answer questions or provide options
• Support customers who request shipment changes by engaging the appropriate operational teams
• Answer a variety of customer inquiries using information in Edge, Corrections, Looker and other systems
• Perform system updates required to trigger operational behaviors and desired outcome

What you need to succeed at XPO:

At a minimum, you’ll need:

• 1 year of related work experience
• Experience with Microsoft Office (Outlook, Word, PowerPoint and Excel), and other business-related applications

It’d be great if you also have:

• High school diploma or equivalent
• 3 years of customer service experience
• 1 year of transportation industry experience
• Availability to work a variety of shifts
• Familiarity with CRM technology, e.g., Salesforce.com
• Ability to identify and help implement continuous improvement solutions
• Ability to understand instructions and pre-established guidelines to perform required tasks

Be part of something big.

 

We are proud to be an Equal Opportunity/Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, sex, disability, veteran or other protected status.

 

All applicants who receive a conditional offer of employment may be required to take and pass a pre-employment drug test. 
 

The above statements are not an exhaustive list of all required responsibilities, duties and skills for this job classification.  
 

Review XPO's candidate privacy statement here.