Position Overview:

We’re looking for a Senior CSR to lead support for clients using our track and trace systems. You’ll handle complex inquiries, resolve shipment tracking issues, and ensure seamless communication between customers and internal teams, focusing on efficient, long-term customer satisfaction.

Key Responsibilities:

• Track and Trace Management: Act as the main contact for customers with tracking or delivery issues.
• Customer Support & Problem Resolution: Provide accurate solutions for shipment status, delays, or lost items.
• Cross-Functional Collaboration: Work with operations, logistics, and IT teams to resolve issues and meet customer expectations.
• Proactive Communication: Keep clients informed about shipment status, delays, and actions being taken to resolve issues.
• Reporting & Documentation: Track customer interactions and identify recurring issues to suggest system improvements.
• Customer Experience Enhancement: Identify trends in tracking-related inquiries and collaborate with teams to enhance the platform.
• Training & Leadership: Mentor junior team members and share expertise in track and trace systems and best practices.

Qualifications:

• Experience: 2+ years in customer service or logistics, focusing on track and trace systems.
• Track and Trace Expertise: Strong knowledge of shipment tracking processes and logistics platforms.
• Problem-Solving Skills: Quick to diagnose and resolve tracking issues, minimizing disruptions.
• Tech-Savvy: Familiar with logistics software and real-time tracking tools.
• Customer-Focused: Strong communication skills to explain tracking issues clearly.
• Good Communication Skills: Excellent verbal and written communication skills, with the ability to simplify complex tracking information for customers.
• Attention to Detail: Ensure accuracy in tracking updates and customer interactions.
• Leadership Skills: Experience mentoring a team and improving customer service processes.

Cultural Fit: 

At OnSpot , we prioritize a unique blend of creativity, innovation, and collaboration. We seek individuals who are: 

• Passionate about our company's mission and values. 
• Entrepreneurial-minded and willing to take risks. 
• Collaborative and team oriented. 
• Adaptable and ability to handle the fast-paced and often unpredictable nature of a startup environment. 
• Maintain a positive attitude and persevere through setbacks.  
• Demonstrate the ability to bounce back from challenges and maintain a strong work ethic. 
• Embrace and adapt to rapid changes and evolving processes within a startup environment. 
• Be able to adapt to changing client needs and requirements. 

Note: Some additional or removed responsibilities or qualifications can be added as per the requirement of the employer or specific tasks. 

This is a full-time remote position. If you’re passionate about delivering top-tier customer service and advancing your skills as a Senior CSR, we’d be thrilled to hear from you!