SHIPPER SUPPORT REPRESENTATIVE

Description

About GLS:

GLS Group is one of the largest parcel services providers in Europe, with a strong local presence in almost all countries across the continent. It also operates through wholly owned subsidiaries in Canada and on the USA’s West Coast within one GLS network. This allows GLS to seamlessly connect its customers and communities with millions of parcels and stories every day. GLS’ network connects its markets with high velocity and flexibility to respond to their fast-changing and dynamic nature. The company provides high quality service tailored to its customers’ needs across more than 50 countries. The GLS network consists of over 120 hubs and more than 1,600 depots, supported by more than 36,700 vans, light vehicles and walkers, and 6,400 trucks. This offers network resilience, superior flexibility, and extended reach. In 2024/25, GLS generated record revenues of 5.9 billion euros and delivered 926 million parcels across the markets. For more information, visit www.gls-group.com.

The Shipper Support Representative will take part in supporting shippers over our different forms of communication. This includes assisting shippers via chat, email, or phone. The Shipper Support Representative will assist customers with operating or procedural questions with our applications, products, or services. 

DUTIES & RESPONSIBILITIES 

• Assist shippers though any GLS related form of communication (chat/email/phone) 
• Foster and maintain a positive work environment for all teams 
• Always promote a “customer first” environment 
• Assist customers with service questions, tracking deliveries and pick-ups, scheduling pick-ups and resolving complaints 
• Verify suggested solutions effectively resolve the customer’s concern through verbal or email feedback 
• Provide professional support and ensure customer satisfaction 
• Customer interactions must be handled with diplomacy and tact 
• Offer customers pricing/services that align with their shipping needs 
• Meet established standard of handling customer interactions in a high level of customer service 
• Recommend and submit requests for account changes within standard operating procedures 

Requirements

EDUCATION and/or EXPERIENCE High School diploma or general education degree (GED)or one to three months related experience and/or training or equivalent combination of education and experience. 

QUALIFICATIONS To perform this job successfully, and individual must be able to perform each essential duty satisfactorily. An individual must also be willing to follow instructions and accept supervision, maintain a positive attitude towards their work and cooperate with co-workers and supervisors. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Must be able to lift 75 lbs. Must be at least 18 years of age.  

SKILLS & ABILITIES 

• Excellent verbal and written professional communication skills 
• Excellent telephone personality skills 
• Highly energetic, motivated self-starter 
• Decision making, problem resolution, and creative thinking skills 
• Proficient with Microsoft Office (Excel, Outlook, Word) 
• Demonstrated ability to be organized take initiative, and follow up independently 
• Meet attendance schedule with dependability and consistency 
• Detail oriented 
• Demonstrated track record of customer service call center experience 
• Familiarity with software applications Salesforce and TalkDesk 
• Bilingual Spanish preferred 

EEO Commitment:

General Logistics Systems US is an Equal Employment Opportunity (EEO) employer and is committed to a diverse workforce. We welcome all qualified applicants to apply to at GLS and we strive to select the best qualified applicant for each position in our organization. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law. GLS complies with all laws and regulations relating to employment discrimination and is always committed to doing what's right.