Customer Service Representative

Overview

This role serves as a primary customer-facing contact within UNIS’ logistics and transportation services, ensuring questions, order updates, and service issues are handled quickly, accurately, and professionally. The core value of the position is to provide reliable support and clear communication that keep customer needs and operational commitments on track, directly impacting customer satisfaction and retention. The Customer Service Representative coordinates closely with Operations, Billing, Transportation, and Account Management teams, using WMS, TMS, CRM, and ticketing tools to research and resolve issues, document cases, and escalate complex concerns for timely resolution while contributing to continuous improvement of service quality and workflows.

Key Responsibilities

• 2. Research and resolve routine customer requests using WMS, TMS, CRM, and ticketing tools while providing timely and accurate updates.
• 3. Coordinate with Operations, Billing, Transportation, and Account Management teams to resolve exceptions and ensure issues are followed through to completion.
• 4. Maintain accurate customer records, ticket notes, and case documentation while meeting established service and response standards.
• 5. Escalate complex customer concerns with complete documentation and clear communication to support timely resolution.
• 6. Identify recurring customer issues and contribute ideas that improve service quality, workflows, and first-contact resolution.

Pay and Benefits