Customer Service Rep in Doral, Florida at Speed Xpress Inc.

About Speed Xpress Inc.

Founded in 2022, SpeedX offers a superior last-mile delivery experience designed to better connect brands to customers. At SpeedX, we’re more than just a delivery company – we’re partners in success. We believe that ecommerce delivery shouldn’t be a hassle, a financial strain, or a source of stress for businesses. We created a next-level delivery experience that’s designed to meet business's needs, exceed their expectations, and future-proof their ecommerce business.

In just three years of business, we have grown our client list to over a dozen online marketplaces, 3PLs and direct retailers and are now delivering over 300,000 packages daily worldwide – with the number constantly growing. And we have no plans of slowing down.

About the role:

As a Customer Experience Representative at SpeedX, you will serve as the primary point of contact for customers, delivering exceptional support throughout their e-commerce delivery experience. In this role, you will handle customer inquiries, resolve issues efficiently, and provide accurate information about our products and services. Your contributions will play a key role in maintaining our reputation for outstanding customer care and ensuring high levels of customer satisfaction.

Key Responsibilities

• Customer Support: Respond promptly to customer inquiries via phone, email, and live chat regarding order status, product information, delivery concerns, returns, and general service questions.
• Issue Resolution: Investigate and resolve customer complaints in a professional and timely manner, escalating complex cases to the appropriate departments when necessary.
• Order Assistance: Support customers with shipment tracking, order updates, and account-related requests to ensure a seamless delivery experience.
• Feedback Management: Collect and document customer feedback, identifying opportunities to improve service quality and overall customer experience.
• CRM Documentation: Maintain accurate records of customer interactions, transactions, and resolutions within the company’s CRM platform.
• Product & Service Knowledge: Develop and maintain a strong understanding of SpeedX products, services, and operational processes to provide accurate and helpful guidance.
• Cross-Functional Collaboration: Partner closely with operations, commercial, and other internal teams to ensure efficient issue resolution and a positive customer journey.
• Policy Compliance: Adhere to company policies, procedures, and service standards in all customer interactions.

Qualifications

• High school diploma or equivalent required; college degree preferred.
• Additional education or certifications in customer service are considered an asset.
• Previous experience in customer support, customer success, or client services preferred.
• Familiarity with CRM platforms, particularly Zendesk, is highly desirable.
• Strong verbal and written communication skills with a professional and customer-focused approach.
• Excellent organizational skills with the ability to multitask, prioritize responsibilities, and manage time effectively in a fast-paced environment.