Description
At Vektor Logistics, we are dedicated to seamlessly connecting suppliers of perishable food and beverages with retailers, all while prioritizing people, fostering strong relationships, and ensuring supply chain excellence in every shipment we handle.
Your goal as part of the team during your internship is to play a role in growing a portfolio of customer and carrier relationships through focus on execution, client experience, and efficiency. We will provide the knowledge, internal strength, support, and expertise of the foundational “boots on the ground” team whose goal is to see you thrive and be inspired to pursue a long-term career in this dynamic, ever-changing, and fun industry.
This role is an in-office position located in either Monterey, CA or Fresno, CA.
Duties and Responsibilities include:
Execution
· Answer customer/carrier calls, chats, and/or emails quickly, address all customer/carrier questions and concerns
· Notates all calls and actions in appropriate places (TMS, Teams, etc.)
· Performs routine tracking and tracing, updating loads as necessary
· Performs corrections or updated to minor load issues
· Provides solutions to site related issues and/or triages issues as necessary
· Escalates larger customer, carrier, and load issues to appropriate parties/departments
· Follows all Vektor SOPs
Customer Service
· Provides “best in class” customer service by actively listening to customers/carriers, educating consumers, when necessary, effectively identifying solutions, and taking quick actions
· Follows through on customer/carrier requests to ensure satisfaction, where applicable invites feedback and seeks suggestions for improvement
· Manages conflict and navigates difficult conversations with the customer/carrier using tact and diplomacy
· Performs duties and responsibilities with our customer’s satisfaction as the number one priority
Efficiency
· Meets or exceeds all identified department metrics and quality assurance standards
· Completes activities with accuracy and compliance to Vektor and customer/carrier standards
· Understands and utilizes available tools and resources – including seeking help from peers and/or leadership as necessary
· Has ability to work independently with minimal supervision
· Other duties or responsibilities as assigned according to team needs.
