Customer Services Specialist I

About the Role

The Customer Services Specialist I serves as a key point of contact for AeroSafe Global customers and end users, providing exceptional service and support throughout the shipment lifecycle. This position is responsible for monitoring and tracking shipments, coordinating carrier pick-ups, resolving shipment-related issues, facilitating the return of leased assets, maintaining accurate shipment and customer data within company systems, and collaborating across departments to ensure a seamless customer experience and operational excellence.

Responsibilities

• Serve as a primary point of contact for customer inquiries via phone, email, and other communication channels.
• Educate customers on AeroSafe Global programs, products, processes, and services.
• Build and maintain positive relationships with internal and external customers.
• Monitor and track customer shipments to ensure timely delivery.
• Conduct outreach to end users via phone and email to resolve shipment-related issues, answer questions, and provide status updates.
• Communicate directly with AeroSafe Global customers regarding shipment status, asset recovery, transportation coordination, and service-related inquiries.
• Schedule and coordinate weekly carrier pick-ups to support the timely return and movement of AeroSafe Global assets.
• Track, trace, document, and coordinate the retrieval of AeroSafe Global leased assets.
• Prepare shipping documents and arrange transportation and pick-up services as needed.
• Maintain accurate shipment records and status updates within AeroSafe Global's Delivery Intelligence Platform, ensuring data integrity, visibility, and timely documentation of shipment activity, exceptions, and resolution efforts.
• Maintain accurate customer information and activity records within company systems, including Salesforce and other business applications.
• Partner with Operations, Logistics, Sales, and other internal teams to resolve customer concerns and ensure timely follow-up.
• Investigate and resolve customer issues while providing a positive customer experience.
• Proactively identify opportunities to improve customer satisfaction and operational efficiency.
• Document customer interactions, actions taken, and outcomes in applicable systems.
• Assist with inventory tracking, asset management, and reporting activities as required.
• Manage multiple priorities while meeting departmental service level expectations.
• Support special projects and perform other duties as assigned.

Minimum Qualifications

• Customer focus & service orientation
• Excellent analytical, mathematical, and creative problem-solving skills
• Experience with databases, data extraction, and analysis
• Ability to learn new technology and platforms
• Proficiency with Microsoft Office applications
• Excellent listening, interpersonal, written, and oral communication skills
• Logical and efficient, with keen attention to detail
• Highly self-motivated and directed
• Ability to effectively prioritize and execute tasks while under pressure
• Process development and training experience