Specialist, Customer Care

What you’ll need to succeed as a Customer Care Specialist – Invoice Group at XPO

Minimum qualifications:

•  At least 1 year of customer support experience

•  Ability to type at least 35 words per minute

•  Basic computer skills, including Outlook for email, task management and meetings

•  Ability to use multiple systems to gather information and resolve customer concerns

Preferred qualifications:

•  High school diploma or GED

•  1 to 3 years of experience in logistics or transportation

•  Experience researching billing or invoice concerns and explaining findings to customers

•  Ability to quickly learn and become proficient in new software applications

About the Customer Care Specialist – Invoice Group job

Pay, benefits and more:

•  Competitive compensation package

•  Full health insurance benefits are available on day one

•  Life and disability insurance

•  Earn up to 15 days of PTO over your first year

•  9 paid company holidays

•  401(k) option with company match

•  Education assistance

•  Opportunity to participate in a company incentive plan

What you’ll do on a typical day:

•  Investigate invoice disputes, determine the cause of the charge and confirm whether it is accurate by auditing tariffs and customer contracts using available tools and systems

•  Resolve customer concerns through corrections, DRP, appeals or other available methods; keep customers updated and escalate when resolution has stalled or the customer relationship may be at risk

•  Partner with Operations, Corrections, Collections, Billing and other teams when additional information is needed to resolve a concern

•  Explain charges, including accessorial charges, and provide supporting documentation and education that builds trust with customers

•  Help customers with XPO website registration, passwords, tools and navigation

•  Identify when customer information needs to be updated and submit coding requests or escalate to Sales as appropriate

•  Assist customers with reports using Looker and other tools

•  Find accurate answers to a range of customer questions using XPO resources, processes and systems

Customer Care Specialists are required to:

•  Communicate clearly and professionally by phone, email and other channels, with patience, appreciation and a strong desire to help

•  Use business knowledge and data to identify the root cause of discrepancies and follow the appropriate resolution process

•  Use sound judgment, including when recommending charge write-offs for approval based on a negative customer experience

•  Manage time, follow through on commitments and meet productivity expectations

•  Build effective, collaborative working relationships with internal partners and customers

•  Work in an office or cubicle environment in North Richland Hills, Texas, and perform computer- and phone-based work

•  Be flexible to work between 6:00 a.m. and 6:00 p.m., Monday through Friday; weekend or evening overtime may be scheduled based on business needs

XPO does not provide employment-based immigration sponsorship for employment in the United States for this role. Applicants must be authorized to work in the United States without current or future employer sponsorship.

About XPO

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. 

We are proud to be an Equal Opportunity 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.