Customer Service Representative (CSR)
Courier Connection Inc., Brookhaven, Georgia, United States
Summary
The Customer Service Representative (CSR) is responsible for providing outstanding customer service and operational support within a fast-paced courier and same-day delivery environment. This role serves as a primary point of contact for customers while working closely with dispatch, drivers, and internal teams to ensure accurate communication, timely deliveries, and high levels of customer satisfaction.
The CSR handles high-volume inbound calls, processes delivery orders, provides real-time delivery updates, resolves service issues, and supports dispatch operations during peak periods. Success in this role requires strong communication skills, attention to detail, and the ability to multitask effectively in a time-sensitive environment.
Currently Hiring for Multiple Shifts
6:00 AM – 2:00 PM
9:00 AM – 5:00 PM
Essential Duties and Responsibilities
Answer high-volume inbound calls and respond promptly and professionally to customer inquiries regarding courier services, delivery status, ETAs, new orders, and service complaints
Accurately process new delivery orders and changes to existing orders using company systems
Communicate with dispatch and drivers to coordinate deliveries, relay customer requests, and support real-time operational needs
Provide customers with timely delivery updates, including ETA changes and notification of late or delayed deliveries
Research customer issues and collaborate with operations, dispatch, customer service, and sales teams to ensure prompt resolution
Maintain clear and open communication with customer service staff, dispatch staff, and account executives to meet customer expectations and address issues quickly and effectively
Deliver individualized, high-standard professional customer service that supports customer satisfaction and retention
Build customer interest in the company’s courier and same-day delivery services when appropriate
Capture and communicate customer feedback and service concerns to internal teams to improve service quality and customer experience
Provide timely feedback to management regarding service failures, operational challenges, or recurring customer concerns
Assist dispatch and the Dispatch Manager with administrative tasks, reporting, and peak-hour operational support as needed
Maintain proficiency in courier software, call-handling systems, and standard office equipment
Communicate with customers via telephone, email, or fax as appropriate
Accurately document customer interactions, service issues, and order details
Perform other duties as assigned to support operational efficiency and customer satisfaction
Experience / Qualifications
Previous customer service experience required; courier, logistics, transportation, or call center experience preferred
Ability to manage high call volumes while maintaining accuracy and professionalism
Strong verbal and written communication skills
Ability to multitask, prioritize, and remain calm under pressure in a fast-paced environment
Strong problem-solving and conflict-resolution skills
Proficiency with computer systems, order-entry platforms, and customer service tools
Team-oriented mindset with the ability to work effectively with dispatch, drivers, and internal teams
Work Environment
General office environment
Frequent use of computer keyboard and telephone
Frequent sitting, standing and walking
This position operates in a fast-paced courier and same-day delivery environment where responsiveness, accuracy, and clear communication are critical to success
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The CSR handles high-volume inbound calls, processes delivery orders, provides real-time delivery updates, resolves service issues, and supports dispatch operations during peak periods. Success in this role requires strong communication skills, attention to detail, and the ability to multitask effectively in a time-sensitive environment.
Currently Hiring for Multiple Shifts
6:00 AM – 2:00 PM
9:00 AM – 5:00 PM
Essential Duties and Responsibilities
Answer high-volume inbound calls and respond promptly and professionally to customer inquiries regarding courier services, delivery status, ETAs, new orders, and service complaints
Accurately process new delivery orders and changes to existing orders using company systems
Communicate with dispatch and drivers to coordinate deliveries, relay customer requests, and support real-time operational needs
Provide customers with timely delivery updates, including ETA changes and notification of late or delayed deliveries
Research customer issues and collaborate with operations, dispatch, customer service, and sales teams to ensure prompt resolution
Maintain clear and open communication with customer service staff, dispatch staff, and account executives to meet customer expectations and address issues quickly and effectively
Deliver individualized, high-standard professional customer service that supports customer satisfaction and retention
Build customer interest in the company’s courier and same-day delivery services when appropriate
Capture and communicate customer feedback and service concerns to internal teams to improve service quality and customer experience
Provide timely feedback to management regarding service failures, operational challenges, or recurring customer concerns
Assist dispatch and the Dispatch Manager with administrative tasks, reporting, and peak-hour operational support as needed
Maintain proficiency in courier software, call-handling systems, and standard office equipment
Communicate with customers via telephone, email, or fax as appropriate
Accurately document customer interactions, service issues, and order details
Perform other duties as assigned to support operational efficiency and customer satisfaction
Experience / Qualifications
Previous customer service experience required; courier, logistics, transportation, or call center experience preferred
Ability to manage high call volumes while maintaining accuracy and professionalism
Strong verbal and written communication skills
Ability to multitask, prioritize, and remain calm under pressure in a fast-paced environment
Strong problem-solving and conflict-resolution skills
Proficiency with computer systems, order-entry platforms, and customer service tools
Team-oriented mindset with the ability to work effectively with dispatch, drivers, and internal teams
Work Environment
General office environment
Frequent use of computer keyboard and telephone
Frequent sitting, standing and walking
This position operates in a fast-paced courier and same-day delivery environment where responsiveness, accuracy, and clear communication are critical to success
#J-18808-Ljbffr