Job Title: Customer Service Representative

Location: Hybrid – Oakley, CA
Job Type: Full-Time
Department: Customer Support / Operations
Reports to: Customer Service Manager

About Eagle Eye Express

Eagle Eye Express is a trusted logistics and delivery company dedicated to providing reliable, on-time transportation solutions for businesses and consumers. We specialize in last-mile delivery, route optimization, and customer satisfaction. Our mission is to ensure that every package arrives safely and every customer interaction reflects our commitment to professionalism, speed, and service excellence.

Job Summary

Eagle Eye Express is seeking a friendly, organized, and service-oriented Customer Service Representative to join our hybrid operations team in Oakley, California. In this role, you’ll serve as the first point of contact for customers — assisting with delivery inquiries, resolving issues, and ensuring each customer receives outstanding support.

You’ll collaborate closely with our dispatch, logistics, and driver teams to manage delivery updates, handle escalations, and maintain high customer satisfaction. This hybrid position allows flexibility for remote administrative work while requiring some onsite presence for team collaboration and operations support.

Key Responsibilities

Provide professional and courteous support to customers via phone, email, and chat

Respond promptly to delivery inquiries, order status requests, and service-related issues

Investigate and resolve customer concerns, ensuring timely and accurate follow-up

Collaborate with dispatch and delivery teams to track and coordinate shipments

Update customer accounts and order information accurately in the company database

Document customer interactions and identify recurring service issues or trends

Assist in scheduling redeliveries, special requests, and delivery adjustments

Support process improvements to enhance the overall customer experience

Maintain a positive, solutions-oriented approach in every interaction

Qualifications Required:

High school diploma or equivalent (Associate’s or Bachelor’s degree preferred)

1–2 years of experience in customer service, logistics, or administrative support

Excellent communication and interpersonal skills (both written and verbal)

Strong problem-solving and multitasking abilities

Proficiency with Microsoft Office (Excel, Outlook, Word) and CRM systems

Ability to stay calm and professional under pressure

Strong attention to detail and commitment to customer satisfaction

Preferred:

Experience in logistics, delivery services, or transportation industry

Familiarity with dispatch or order management software

Knowledge of Oakley and surrounding Bay Area delivery regions

Bilingual in English and Spanish (a plus)

Why Join Us?

Competitive hourly pay and benefits package

Hybrid work schedule (onsite and remote flexibility)

Health, dental, and vision coverage

Paid time off and performance-based incentives

Supportive team environment focused on growth and collaboration

Career advancement opportunities within the operations and logistics departments

Join a company that values integrity, accountability, and exceptional customer care