People and Technology. It’s That Simple.
At Ascent, we solve supply chain challenges for thousands of customers worldwide. With $1.5 billion in revenue and a dedicated team of 950+ industry experts in 21 locations across North America, we are a recognized supplier of the year for multiple Fortune 500 companies as well as a partner to thousands of small and medium sized businesses. Our global reach, deep knowledge and innovative technology platform PEAK uniquely position our team to flawlessly execute in delivering goods worldwide via all modes. Our #1 market share in the demanding domestic ground and air expedite market has provided us the foundation to handle even the most complex logistics challenges. Our offerings include truckload, less-than-truckload, global forwarding, air charter and expedite solutions. We move over 250,000 shipments annually through our competitive freight.
Our Mission
We elevate the world of logistics through passion and innovation.
What You’ll Do
The Customer Care Representative will be responsible for key performance indicators (KPIs). You’ll partner with Account Managers and the Carrier Sales Representatives to ensure customers’ needs are met. You will leverage our proven processes and innovative technology platform to manage shipments and solve challenging problems for our customers.
- Respond to customers with a sense of urgency to provide an excellent customer experience
- Communicate shipment updates proactively and accurately ensuring a customer centric approach
- Audit load information for accuracy and Ops Complete
- Support Account Managers in scheduling appointments via phone, email and company website as needed
- Track and trace shipments in a timely manner to best serve our customers
- Build and develop relationships with customers to ensure continued partnership
- Proactively identify opportunities to improve operational efficiency
- Analyze customer inquiries and provide quality and timely insights and updates to your customers
- Leverage Ascent’s technology platform to generate reports, analyze load data and exceed customer expectations
- Collaborate with other Customer Care Representatives, Account Managers, Carrier Sales Representatives, and other internal stakeholders
- Participate in daily morning stand-up and afternoon hand-offs conducted by the Customer Care Lead
What You’ll Bring
- College Degree Preferred
- 2+ years of customer service experience
- Excellent verbal and written communication skills
- Self-motivated work style
- The ability to work in a fast-paced environment with a sense of urgency
- Strong attention to detail and follow-up skills with experience identifying and resolving problems
- Demonstrated customer service etiquette, “grace under pressure”, active listening, and commitment to excellence
- Ability to establish priorities and manage multiple activities to meet deadlines
- Strong interpersonal skills including tact, diplomacy, and flexibility to work effectively with carriers, management, various departments, and customers
Ascent’s Competitive Benefits
- 401(k) and employer matching
- Life Insurance
- Health, Dental, Vision Insurance
- Short- & Long-Term Disability
- Paid Time Off (PTO)
- Employee Assistance Program
- Paid Parental Leave
- Employee Wellness Program
- Paid Holidays
- Employee Recognition Programs
- Flexible Spending Account (FSA)
- Tuition Reimbursement
- Health Savings Account (HSA)
- Overtime, Differential & Bonus Pay
Additional Considerations
Employment is not contingent upon COVID-19 vaccination statusProposed Hourly Base Pay: $21.50