Track and Trace Representative

About us:

Zelh is a fast-growing, passionate outsourcing company.

Our mission is to be the most reliable company by offering and maintaining consistently high-quality services.

We achieve the mission by fostering long-term relationships with customers, employees, and vendors. Personal attention, timely communication, and respect for all people are the basis of our business philosophy!

At this point, Zelh is looking for the Track and Trace Representative to the logistics platform for the built world.

Responsibilities:

• Obsess over the customers by serving them with positivity and care
• Promptly identify and resolve delivery exceptions to ensure customer expectations are always being met.
• Over-communicate delivery delays and provide solutions to best serve our customers' needs.
• Review and follow up via phone call with all customer deliveries in which ■ a delivery receives a rating of 3 stars or fewer ■ a customer’s delivery did not meet expectations for any reason (negative driver behavior, delivery delays, pick up/drop off issues, etc.)
• When needed, submit internal incident reports to replace, repair, or reimburse damaged or missing customers goods, and for damage to driver vehicles and/or customer property.
• Provide customer assistance with account setup, booking deliveries, tech support, etc.
• Stay up to date with advancements in internal tools and external platforms.

● Serve Drivers

• Serve drivers promptly and with care by communicating with them regarding their active delivery needs and assisting with real-time delivery solutions

● Grow Accounts

• Develop strong relationships with current customers that build their trust in the platform
• Actively look for opportunities to provide customers with information about all of platforms and services
• Share common threads and opportunities you identify with your pod that will help you better grow and serve your pod’s accounts

Working conditions:

• Work schedule: 1 — Tuesday-Friday 7pm — 3am PST & two 4-hour shifts on Saturday or Sunday 2 — Monday-Friday 8−5pm PST
• PE Accounting
• Competitive Salary in USD
• Hydrid or Remote mode of work
• 10+ business days of paid time off
• Team building and corporate events
• Equipment provided
• A supportive team

Job requirements

• 2+ years of experience in the customer support field
• English level — upper-intermediate or higher
• Proficient in Microsoft Office (Outlook, Excel, Word) and use of office equipment
• Expert knowledge of team members' roles and responsibilities
• Ability to communicate effectively verbally and in writing, maintain cooperative effective working relationships within company, and support a team environment
• Must possess strong organizational and time management skills to meet department goals and deadlines
• Must be punctual and have excellent attendance