Customer Service Associate

About the Company At MNX, a UPS company, we are proud to be a leader in time-sensitive and mission-critical logistics and supply chain services. Our organization is entrusted with handling some of the most critical shipments in the world, including medical devices, specialized therapies, and high-value equipment. Whether it’s a liver for transplant or a high-speed network router, we ensure that every shipment is managed with the utmost care and precision. About the Role We are currently seeking a Customer Service Associate to join our Operations team. In this role, you will be responsible for booking expedited domestic and international shipments for our national customers. You will provide top-notch shipping solutions and ensure a high level of professional customer service by working closely with key stakeholders, including third-party suppliers and various company offices. Key Responsibilities In this position, you will: - Answer phone calls promptly and professionally to address clients' shipping needs. - Support the Account Manager and Customer Service Team in managing escalations and facilitating communication between clients, vendors, and our company. - Input, monitor, and process shipments using MNX’s system, while ensuring compliance with Standard Operating Procedures (SOPs) and specific instructions for pick-up and delivery. - Notify relevant parties of any changes in shipment statuses and pre-alert service partners regarding special service requests. - Advise customers of any delays and provide accurate quotes for services. - Strive to maximize each shipment's contribution to the company by meeting service level requirements at the lowest possible cost. - Review working processes with carriers and transport companies to ensure best practices and competitive pricing. - Assist the sales team with domestic and ad hoc quotations, as well as client and product knowledge. - Respond to domestic billing inquiries from customers in a timely manner. - Collaborate with co-workers to ensure all pending tasks are completed before the end of your shift. - Create and update customer reports as needed for presentations. - Extract and clean up raw data from all systems to maintain accuracy. - Oversee RDRs and POD entries to ensure timely data submission. - Ensure that all zero ratings are completed for every customer. Requirements To be successful in this role, you should have: - Proven experience in a customer support role or a similar position. - Excellent communication and interpersonal skills. - Strong problem-solving abilities and a keen attention to detail. - The ability to multitask and work efficiently in a fast-paced environment. - A positive attitude and a passion for helping others. This job description is intended to provide an overview of the essential elements of the position, rather than an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the role. Benefits We offer a permanent position with competitive benefits and the opportunity to work in a supportive environment that values diversity and inclusion. At UPS, we are committed to providing a workplace free of discrimination, harassment, and retaliation. We look forward to welcoming a new member to our team who shares our dedication to excellence and customer service.