Estes Forwarding Worldwide, LLC

  • Specialist, VOC

    Job Location US-VA-Richmond
    Job ID
    # of Openings
    Regular Full-Time
    2nd (Day)
  • Overview

    Founded in 2003, Richmond-based Estes Forwarding Worldwide (EFW) is a domestic and international freight forwarder. At EFW, we are always on. Our commitment to personal service has made us a leader in logistic solutions across the globe. With offices across the country, EFW offers a full range of domestic and international solutions—including air, ocean, ground and international transportation—that few competitors can match.



    The primary responsibility of the Specialist, VOC (Voice of the Customer) is to provide best in class customer service and closing the loop on customer feedback. 


    Duties include but are not limited to:

    • Build rapport with customers by greeting them in a courteous, friendly, and professional manner by multiple contact channels that include, phone, chat, or email, but primarily through EFW’s 3rd party feedback management software. 
    • Analyze NPS feedback and answer questions or troubleshoot problems via email, chat and phone for 60+ customers every day.
    • Partner with team members in multiple departments and levels in the organization to provide the customer with the best possible outcome.
    • Basic knowledge of EFW’s product offering, operations, billing and corrections procedures.
    • Answer inquiries by clarifying information; researching, locating and providing information based on customers feedback closing the loop on inquiries.
    • Work with other departments as client advocates to ensure resolution.
    • Look for innovative ways to better improve the customer experience.
    • Provide innovative feedback to the VOC team to continue to better the department, processes and our customers.
    • Keep equipment operational by following procedures and reporting problems.
    • Participate in company provided educational training opportunities to keep job knowledge current.
    • Maintain confidentiality regarding company and customer information.
    • Resolve problems by clarifying issues, researching and exploring solutions and escalating unresolved problems ensuring EFW is closing the loop.
    • Effectively transfer misdirected customer requests to appropriate party.
    • Meet Quality Assurance requirements and other key performance metrics.
    • Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.
    • Regular attendance is required.
    • Comply with company C-TPAT and TSA security procedures.
    • Perform other duties as assigned



    • Minimum of a High School Diploma (or equivalent) and 1-3 years of experience in business, freight forwarding, transportation, logistics or related field preferred. Additionally, 1-3 years’ experience working with residential customers receiving freight preferred. However, a combination of experience and/or education will be taken into consideration. 
    • Strong customer service skills in communicating with customers by phone, chat and email.
    • Proficient using computers and the Internet.
    • Demonstrated effective written and verbal communication skills and telephone skills.
    • Attention to detail and good follow-up skills.
    • Ability to type and update computer system quickly and accurately.
    • Good judgment; knows when to escalate issues and when to try to resolve.
    • Self-starter and ability to work with little direction.
    • Good math aptitude.
    • Good pattern recognition skills.
    • Strong Microsoft Office – Word, Excel and Outlook skills.
    • Must be able to and comply with all company policies, rules, procedures and Code of Conduct.
    • Must be able to interact well with others and communicate basic concepts.
    • Ability to work in a fast paced environment independently and with peers .
    • Must be mentally and emotionally capable of handling a high stress environment.
    • Responds well to questions. Ability to read, interpret and comply with written information and documents such as safety rules, operations /procedure manuals and maintenance instructions with a high comprehension and concentration level to include the ability to meet deadlines.
    • Ability to write routine reports and general business correspondence.
    • Ability to solve practical problems through standardized solutions that require limited judgment.
    • Ability to follow prescribed and detailed procedures to solve routine problems.
    • Must pass a pre-employment drug screen, random drug and/or alcohol tests, and will be subject to a criminal history background check.
    • Must be eligible to work in the United States.
    • At this time, EFW will not sponsor a new applicant for employment authorization for this position.
    • EFW offers an opportunity to grow and develop your career in an environment that provides a fulfilling workplace for employees, creates an environment for continuous learning, and embraces the ideas and diversity of All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, ethnicity, color, creed, religion, national origin, age, disability status, protected veteran status, marital status, sexual orientation, gender identity or expression, or any other legally protected status.



    EFW is an Equal Opportunity Employer, Minorities/Female/Disabled/Veteran.


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