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Senior Specialist, Customer Care

Date: May 3, 2021

Location: Marietta, GA, US, 30062

Company: XPO Logistics

Logistics done differently.

At XPO Logistics, exceptional customer service is at the heart of our success. We look for employees who like a challenge and can communicate effectively in all situations. As the Senior Specialist, Customer Care, you will deliver exceptional service to our customers and the internal team. Are you ready to put your skills to work for a rapidly growing company? On our team, you’ll have the support to excel at work and the resources to build a career you can be proud of.

 

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 the opportunity to participate in a company incentive plan.

 

What you’ll do on a typical day:

  • Review ,audit, and score customer care calls to ensure professionalism and compliance with XPO standards
  • Locate training opportunities and submit to department leadership, based on recurring issues
  • Locate process gaps and construct a process document to cure and enhance fluid procedures
  • Construct and submit weekly reports to each department providing a list of trending issues, opportunities for growth and/or department trends
  • Host monthly calibration meetings with department leadership to ensure accuracy of quality assurance process and departmental procedures/policies
  • Train newly hired employees on all current policies and procedures
  • Update HD manual (as needed) to ensure accuracy and improve the overall customer experience
  • Weekly report to department leadership on top & bottom performers
  • Other projects and assignments as needed

What you need to succeed at XPO:

At a minimum, you’ll need:

  • High School Diploma or equivalent
  • 2 years of Customer Service Experience in a Call Center Environment
  • Strong Fluency user of Windows applications and Microsoft Office programs such as MS Project, Word, Excel and PowerPoint

It’d be great if you also have:

  • 1-3 years of logistics or transportation experience
  • Understanding of widely known and emerging tools, technologies and social applications
  • Ability to act as subject matter expert and provides training, troubleshooting and other support for software applications managed by business unit (i.e. CLM, Route Planner, ADMS)
  • Demonstrated group presentation skills and excellent negotiation skills to deal effectively with individuals and groups within and outside the organization
  • Ability to perform complex analysis of data, processes, policies, procedures and/or systems

Be part of something big.

 

XPO is a leading provider of cutting-edge supply chain solutions to the most successful companies in the world. We help our customers manage their goods most efficiently using our technology and services. Our greatest strength is our global team – energetic, innovative people of all experience levels and talents who make XPO a great place to work.

 

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.

 

XPO adheres to CDC, OSHA and state and local requirements regarding COVID safety. All employees and visitors are expected to comply with XPO policies which are in place to safeguard our employees and customers.

 

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 intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.


Nearest Major Market: Atlanta

Job Segment: Logistics, Supply, Quality Assurance, QA, Customer Service, Operations, Quality, Technology