Job Description

Summary

A Customer Service Representative, also known as CSR, is the main point of contact for assigned customer accounts. Ownership of volume expectations, revenue growth, achieving service requirements for on time pick-up / delivery, scorecard metrics, standard operating procedure documentation, load tracking and primary communication. A CSR will work in conjunction with other internal departments to achieve capacity balance needs while achieving high service levels. He/she ensures that all requirements are met company-wide exceeding customer expectations.

Principal Duties and Required Skills

Essential Responsibilities:

Responsible for assigned Cheema accounts demonstrating the skill set necessary to meet customer expectations. Leads and solicits business from a specific or assigned number of customers by using daily available capacity. Aware of system-wide balances/imbalances. Serves as an extension of the Sales team to expand business revenue by exploring all opportunities with customers. Serves as customer's first line of communication and reference for all freight needs. Responsible for managing service issues by researching and coding all applicable service failures in the system to support accurate service reporting. Responsible for working with their collegues, on tracking/tracing and communicating all delays. Anticipates and facilitates problem resolution on all load issues to meet or exceed total satisfaction of customers. Commits to and receives detailed customer load information by telephone, email, or electronic tendering, and inputs all load information into operating software accurately to ensure system integrity. Maintains knowledge of customer contractual requirements relative to trailer pools to keep turns at the level set to gain optimum utilization of company equipment. Responsible for additional revenue opportunities through accessorials. With the exception of driver detention. Responsible for managing and resolving any discrepancies that could delay the billing process, ensuring cash flow optimization. Responsible for managing EDI related requirements regarding 214 Status releasing or other similar electronic transmissions as required by customer. Review monthly reports regarding service levels for customers as well as participate in any service-oriented conference calls to supply definition. Maintains a positive work atmosphere by acting and communicating in a manner which facilitates the success of business operations to meet company and customer requirements. Ability to set priorities and communicate in areas involving changes that could affect daily operations. Performs additional duties or work on projects as assigned by leadership. Responds to emails, voicemails, internal messages, etc. promptly. Use exemplary telephone skills to present a quality-oriented image where the customer is treated in a consistent, courteous, and efficient manner, so that the impression is one of excellence. Make on-site visits with the sales team, when necessary.

Supervisory Responsibilities:

1. Does this job have hiring and terminating responsibilities? No

2. How many subordinate supervisors report to this job? None

Mathematical Skills:

Basic Skills

Reasoning Ability:

Intermediate Skills

Computer Skills:

Microsoft Office: Word, Excel, Outlook, PowerPoint

Transportation Management Systems: McLeod, AS400, PeopleNet, Transflo

Education/Experience Requirements

Education: HS Diploma/GED

AND

Years of Experience: 1-2 years

Specialized Training: NONE

Certificates and Licenses: NONE

Equipment: NONE

Knowledge, Skills, and Abilities:

Must have excellent time management skills, professional oral and written communication skills, strong leadership skills, and strong organizational and analytical problem-solving skills. Must possess professional skills deemed necessary to interact with customer on a corporate level. Ability to work in a fast-paced team environment.

Physical Demands/Work Environment

Physical Demands:

Physical/Sensory Functions:

Stand: occasionally Walk: occasionally Sit: regularly Use hands: regularly Reach with hands and arms: occasionally Climb or balance: none Stoop, kneel, crouch, or crawl: none Talk/hear: regularly Taste/smell: none Lift and/or move: none
Job Type: Full-time

Pay: $18.00 - $21.00 per hour

Expected hours: No less than 40 per week

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance
Work Location: In person