Note: The job is a remote job and is open to candidates in USA. Lanter Delivery Systems is a national logistics company specializing in overnight delivery of auto, agricultural, and industrial parts. The Customer Service Representative is responsible for answering inquiries from customers and partners, providing support, and ensuring a high level of service and communication.
Responsibilities
- Display a positive attitude and provide courteous, friendly service to all internal team members and external clients by responding promptly and efficiently to inquiries, requests, and complaints
- Able to communicate both over the phone and via email in a professional and detailed manner
- Demonstrate knowledge and understanding of Lanter Delivery Systems Non-Negotiables and apply the concepts daily
- Provide front line support for all customers, carrier partners, and LDS Operations by handling all inquiries to ensure we exceed expectations
- Provide timely proactive communication to dealers daily regarding service delays that will affect their delivery
- Build sustainable relationships and trust with customers by anticipating customer needs and taking timely and appropriate action
- Document all customer interactions pertaining to shortages, damages, late deliveries, service incidents, customer requests, etc. in Dynamics CRM to ensure accurate information and reporting
- Handle customer, carrier partner, and Operations inquiries, by providing appropriate solutions and alternatives within approved time limits, and follow up to ensure resolutions are satisfactory
- Manage daily case follow up in Dynamics CRM to ensure customers are kept updated and all cases are followed up on timely
- Manage Outlook inbox to ensure all email inquiries are responded to timely
- Protect company assets and confidential information in accordance with company policies and procedures, including but not limited to client, team member, and proprietary company information
Skills
- Proven success in providing excellent customer service in a previous role or life situation (e.g., volunteer, sports team, etc.)
- Strong knowledge of all Microsoft Office programs
- Superior verbal and written communication skills with people at all levels
- Customer & team focused
- Organizational skills
- Ability to work independently, take initiative & problem solve while applying critical thinking to decisions
- Technical capacity
- Knowledge and understanding of Microsoft Dynamics is a plus
Benefits
- Remote – must have a quiet and private environment available during working hours.
- Travel required for in-person training in Lanter's Madison, IL office.
Company Overview