Logistics Customer Service Agent focus on operational support for our customer and carrier partners through daily communication. They deliver top quality customer service and provide thorough information in a fast-paced environment using various communication mediums including email, telephone, and WhatsApp during our after-hours shifts. All representatives are responsible for fielding customer and carrier requests, identifying problems throughout the transit of a shipment, and determining appropriate solutions. In this role is important to understand the value of delivering high quality service both internally with our carrier & operations teams and externally with our customers and carrier partners.

DAILY TASKS & RESPONSIBILITIES (include, but not limited to):

• Answer calls and emails from our drivers, carriers, and customers in a timely manner
• Respond efficiently and accurately to callers, explaining possible solutions, and ensuring the caller feels supported and valued
• Meet personal/team qualitative and quantitative targets
• Update and document information utilizing applicable company software
• Create incidents & send emails as needed and notify appropriate parties, escalating where necessary
• Execute while maintaining exceptional customer service in tone and actions
• Resolve problems and escalate issues to carrier team when necessary.
• Take part in training and other learning opportunities to expand knowledge of the company and position

ESSENTIAL SKILLS & CHARACTERISTICS:

• Fluent in English, written and spoken
• Organization skills
• Ability to provide excellent customer service even in stressful times
• Ability to concentrate and problem solve complex issues in a fast-paced environment
• Strong multi-tasking and proactive skills
• Strong aptitude to learn new technology
• High School degree or equivalent required
• Previous experience in telephone customer service is highly desirable. 
• No transportation experience necessary
• Exceptional customer service, active listening, and verbal and written communication skills
• Takes initiative
• Positive attitude

Why Coyote?

• Onsite training and ongoing career development.
• Competitive pay.
• Comprehensive benefits package.
• Internal advancement opportunities for high performers.
• Global opportunities.
• Casual dress & many perks.
• Diverse and Inclusive environment.
• Opportunities to impact the world around you through our 360 sustainability initiatives.