Job Description

Position: B2B Customer Service Representative

Number of hours: 20 hrs/week

Schedule: Day shift, EST

Tasks required:

• Handle day-to-day customer communications via email and Zendesk

• Build and maintain strong relationships with B2B clients, understanding their specific logistics needs and providing tailored support

• Work closely with internal logistics teams to coordinate and optimize B2B deliveries, ensuring timely and accurate order fulfillment

• Proactively identify and resolve B2B client concerns, collaborating with relevant teams to address logistics challenges and maintain high service standards

• Collaborate with clients to understand their unique logistics requirements, offering customized solutions to enhance overall satisfaction and meet business objectives

• Utilize data and analytics to assess B2B service performance, identify trends, and implement improvements in collaboration with the operations team.

• Ensure all B2B shipments adhere to regulatory and compliance standards, handling documentation and customs processes efficiently.

• Ensure customer satisfaction and provide professional customer support

• Maintain customer records by updating account information

• Other ad hoc tasks that would be assigned

Requirements

• Proven work experience in B2B Customer Support or a related field

• Working knowledge of Google Mail, Google Calendar and Google Meet is a must

• Experience working with Zendesk and Shopify is a huge advantage

• Excellent communication and interpersonal skills with a focus on building and maintaining client relationships

• Familiarity with B2B logistics and supply chain processes is preferred

• Detail-oriented with strong problem-solving abilities

• Excellent investigative and inquiry resolution skills

• Ability to manage multiple tasks in a fast-paced B2B environment

• Excellent verbal and written English communication skills

• Self-disciplined and organized; able to consistently produce quality work with limited supervision

• Ability to work certain overtime hours, unexpected hours, weekends, and holidays as business needs change

• Ability to multitask, prioritize and manage time effectively