Customer Service Agents provide advanced operational support by managing complex customer requests while contributing to operational efficiency and customer satisfaction. They proactively identify customer needs, collaborate with Operations and Sales, and contribute to continuous improvement initiatives that enhance the overall customer experience. This role builds upon foundational customer service responsibilities by identifying customer needs, maintaining accurate customer documentation, generating operational reports, supporting account growth, and recognizing opportunities to improve service and operational efficiency. 

**This is a hybrid position, must be able to reliably commute to our Burlingame, CA office three days a week **

Pay & Perks

• Medical, Dental, and Vision Insurance
• Life Insurance
• 401k + 4% Company Match
• Vacation, Sick Pay + Holidays
• Employee Assistance Program
• Monthly Team Lunches
• Wellness Program

The starting pay for this position is expected to be $28 to $30 per hour. Exact compensation is based on skills, experience, education, and location.

There are two positions open with the following shifts:

6:30am - 3:00pm

9:00am - 5:30pm

Customer Service Agent Job Duties

• Respond to customer inquiries via phone and email
• Prepare accurate customer quotations
• Rate shipments according to established pricing guidelines
• Generate operational and customer reports
• Maintain customer profiles, documentation, and SOPs
• Identify opportunities to improve customer service processes
• Resolve routine customer issues independently
• Support implementation of new customer requirements
• Coordinate with internal teams to ensure customer expectations are met
• Support quality standards
• Participate in continuous improvement initiatives

• Proficient use of computer systems and applications (e.g. MS Office, TMS) as trained/required
• Able to receive work instruction in both written and oral formats. Written and verbal communication is completed in a clear and organized manner
• Demonstrated ability to provide exceptional customer service while managing multiple customer requests and shipment priorities
• Ability to independently coordinate and resolve routine to moderately complex transportation issues with minimal supervision
• Strong analytical and problem-solving skills with the ability to make sound operational decisions and escalate issues appropriately
• Excellent attention to detail with the ability to accurately manage shipment documentation, system updates, and customer requirements
• Effective verbal and written communication skills with the ability to professionally interact with customers, carriers, agents, and internal stakeholders
• Strong organizational and time management skills with the ability to prioritize competing responsibilities in a fast-paced environment
• Ability to identify process improvement opportunities and contribute to operational efficiency and service quality
• Able to communicate effectively and collaborate with team members to achieve common goals. Sees opportunities to supports other team members
• Demonstrates accuracy, thoroughness, and efficiency. Plans and organizes work, manages time well, handles multiple tasks simultaneously, and completes initiatives with minimal errors. Meets productivity goals set by management

Education and Experience

• High school diploma and minimum 2 years of experience in a customer service role
• Freight forwarding industry experience preferred
• Minimum 1 year of experience with CRM system, Salesforce preferred.

Physical Requirements

The usual and customary methods of performing the job's essential functions require the following physical demands: operating a computer, remaining stationary for most of the shift, and occasionally moving about the workspace. The person in this position frequently exchanges information using email and other electronic communication methods and must be able to observe and report on communication received via phone and computer.

About Us: At Watchpoint, you will work alongside a small but highly experienced multidisciplinary family, where we value and respect all individual strengths and contributions. Our mission is to be the employer of choice, achieving world class employee and customer satisfaction in the transportation and logistics industry. At Watchpoint, we recognize that employee satisfaction and engagement is the driving force to successfully realizing our Company’s mission. In fact, we continuously rely on employee feedback to understand how to maximize our teams’ professional and personal growth. Every member of our team is a critical component at Watchpoint. 

Watchpoint Logistics, Inc. is an equal opportunity employer.

Visit us at https://www.watchpointlogistics.com

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