CUSTOMER SERVICE REPRESENTATIVE

Position covers office hours of 12:00 a.m. to 9:00 a.m., Monday through Friday.

Position Purpose

To solicit freight orders from a designated and assigned base of customers by fax, phone, e-mail, web based platforms and electronic data interchange and once received, enter the freight orders into the Company Order Management System for process and service. 

Job Functions

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  Consistently and continually solicit committed and non committed freight orders from a designated and assigned customer base via a multitude of communication exchanges on a daily basis, commensurate with company and business level needs.  
  
  
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  Develop and maintain strong customer relationships to allow for the greatest opportunities in generating the highest level of freight order volumes. 
  
  
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  Continuously monitor all available communication exchanges of receiving freight load orders to accept available loads
  
  
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  Aggressively accept, pre-accept and enter all freight orders into the Company Order Management System.
  
  
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  Work with all Directors of Planning and Customer Service Managers to maximize the amount of freight orders to accept, offer and outsource the appropriate loads to the network of carriers.
  
  
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  Track and trace all active orders for current on-time status and proactively contact customers, providing them with shipment status. Seek alternate solutions with customers in the event of a service deviation, including change of pick up or delivery appointments.
  
  
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  Keep customers informed of the status of deliveries.  Contact load planning and fleet management whenever it appears likely that the Company may not meet a commitment to seek alternate truck assignment for the load or other solution to prevent service failure to customer.
  
  
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  Record and notate customer complaints regarding freight orders. Remedy customer complaints regarding service to maximize customer satisfaction.  
  
  
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  Maintain customer call solicitation sheets daily, notating contact with customer, number of loads booked, current trailer pools and any customer comments.
  
  
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  Interface with field Sales personnel to advise them on any feedback provided by the customer relative to our service, product offerings, or changes in their business levels with the Company.
  
  
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  Monitor trailer pools at customer facilities.
  
  
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  May travel to a customer or business site for business related meetings or entertainment purposes.
  
  
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  Other duties and special projects as assigned by management.

Key Knowledge and Experience

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  High school diploma or GED equivalent.
  
  
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  1 – 2 years work experience in the transportation industry or customer service, direct with customer service solicitation, inside sales or sales preferred.
  
  
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  Successful completion of the Company Customer Service Training program.
  
  
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  Excellent communication and customer service skills required.
  
  
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  Knowledge of Excel and the Internet required.
  
  
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  Experience working in a deadline driven environment preferred.