Customer Care Representative II

About the role

The Customer Care Representative II supports national accounts by handling moderate to complex inquiries, focusing on customer satisfaction, retention, and relationship management within the transportation sector. The role blends service excellence with sales opportunities to deliver value‑added solutions.

Key responsibilities

• Manage complex customer inquiries and build long‑term relationships.
• Assess customer needs, provide timely solutions, and identify sales opportunities.
• Respond to requests, resolve issues, assist with pricing, and support onboarding to online tools.
• Prepare and analyze reports to drive service improvements.
• Handle complaints and ensure resolution within established guidelines.
• Develop and monitor KPIs, partnering with process owners for performance and corrective actions.
• Recommend process improvements to enhance the overall customer experience.

Required profile

• Bachelor's degree preferred or equivalent post‑secondary training.
• 2–3 years of customer‑facing experience in the transportation industry.
• Strong communication, analytical, and problem‑solving abilities.
• Bilingual English/Spanish may be required.

Required skills

• Microsoft Excel
• Microsoft Word
• Microsoft Outlook
• Microsoft SharePoint
• Experience with CRM systems
• Familiarity with transportation/logistics business applications