Senior Customer Service Advisor

Expedited and white-glove shipments are handled by a dedicated desk. Customers use our TMS for quoting, tracking and invoicing. Founded in 2013, we now have 160 employees.

Job summary:

This is a new position created as the team has grown over the last year. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Our headquarters is in Peoria, and about a third of the team works remotely from other countries. Employment is through our payroll partner in India. Salary is paid monthly in Indian rupees. You will need at least 4 hours of overlap with US Central time. You will need a stable internet connection and a backup power source (UPS or inverter).

Essential duties and responsibilities:

• Meet targets for handle time, quality score and customer satisfaction
• Look up orders, accounts and shipping status in the CRM and order system
• Answer inbound calls, live chats and emails from a queue
• Escalate complaints that need a supervisor or another department
• Follow scripts and required disclosures on recorded lines
• Call customers back on open issues within the promised timeframe
• Process returns, exchanges, refunds and address changes
• Explain bills and payment options and take payments over the phone

Minimum qualifications:

• Clear speaking voice and good listening skills
• Typing speed of at least 35 WPM
• Reliable attendance. Schedule adherence is tracked
• High school diploma or GED
• Able to sit at a workstation and wear a headset for a full shift

Schedule: Four 10-hour shifts, rotating weekend day

Benefits:

Rate: ₹13.5-16 LPA

• Health insurance through our employer-of-record partner
• Company laptop
• Home office setup budget
• Public holidays observed per your country
• 24 days paid time off
• Annual team retreat

We may close this posting early once we have enough applications.

Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Harborside Supply Chain LLC.