Job Information
Flexport Senior Customer Support Associate in Dallas, Texas
About Flexport:
At Flexport, we believe global trade can move the human race forward. That’s why it’s our mission to make global commerce so easy there will be more of it. We’re shaping the future of a $8.6T industry with solutions powered by innovative technology and exceptional people. Today, companies of all sizes—from emerging brands to Fortune 500s—use Flexport technology to move more than $19B of merchandise across 112 countries a year.
The recent global supply chain crisis has put Flexport center stage as we continue to play a pivotal role in how goods move around the world. At a valuation of $8 billion, we’re experiencing record growth and are proud to have the support of the best investors in the game who believe in our mission, solutions and people. Ready to tackle global challenges that impact business, society, and the environment? Come join us.
The opportunity:
As a Senior Customer Support Associate you are obsessed with customer success: You are committed to a customer first approach and enjoy working with and advocating for customers. In this role you know the ins and outs of our and the customer’s business. This will allow you to consult customers and answer questions related to Flexport services and the full shipment lifecycle from factory floor to customer door. You will answer questions via phone, email, chat, and social media enabling customers to make effective use of our platform. You will provide expert support to customers including but not limited to: 1) onboarding/booking; (2) specialized support, including being able to talk to a human; (3) business support such as educating customers on how to optimize their business as well as assisting in converting leads, and optimizing businesses through upsell of value added services and fulfillment.
This role requires working variable hours to match when customers need us most. You may be required to work national holidays, weekends, evenings and may be asked to render overtime based on business needs.
You will:
Be obsessed with customer happiness and success – no problem is solved until the customer is pleased with the outcome
Be responsible for ensuring the highest standard of Flexport quality when customers contact us and act as a point of escalation as needed
Be responsible for ensuring your work satisfies internal metrics that demonstrate quality in communication
Be able to adapt to new technology and can thrive in a fast paced environment
Be able to properly prioritize and manage a large volume of tasks with an excellent attention to detail
Have a strong orientation towards working smarter and driving best practices and standardization
You should have:
A Bachelor’s degree, or equivalent experience with at least 3+ years of professional working experience in Customer Service, Customer Success, and/or Consulting
Excellent communication skills with the ability to effectively empathize and prioritize the needs of a diverse customer base
Effective communication both verbally and in writing (English)
Teamwork and relationship building skills
Problem-solving capabilities
The courage to challenge the status quo when logic and reason require it. See something broken? Fix it
Flexibility - things change around here. fast .
A "compliance first" attitude to keep our regulators happy and enthusiastic about Flexport since we operate in a heavily regulated industry.
Worried about not having any logistics experience?
Don’t be! Our mission is to make global trade easy for everyone. That’s why it’s important to bring people from diverse backgrounds and experiences (https://www.flexport.com/careers/diversity-and-inclusion) together with our industry veterans to help move the global logistics industry forward.
We know this industry is complex. That’s why we invest in education starting day one with Flexport Academy, a one week intensive onboarding program designed specifically to set every new Flexport employee up for success.
At Flexport, our ability to fulfill our mission of making global commerce easy and accessible relies on having a diverse, dedicated and engaged workforce. That is why Flexport is committed to creating and nurturing an environment where anyone can be their authentic self. All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, national origin, age, physical and mental disability, health status, marital and family status, sexual orientation, gender identity and expression, military and veteran status, and any other characteristic protected by applicable law.