Summary

Customer Service Representative Service Excellence Representative Position Profile This position is responsible for providing customer service by monitoring and responding to customer requests, providing problem resolution, tracking cargo, and assisting outside sales representatives. Essential Duties Operate safely and in compliance with all established HSSE policies and proceduresDevelop strong relationships with customers, answer questions while researching and resolving issuesTrack and trace cargo and provide necessary information to customers, to include OS&DInform customers of applicable policies, requirements, schedule updates and regulations related to shipmentEdit contact information in databaseCreate, run and audit various reports for internal and externa

Description

Customer Service Representative

Service Excellence Representative

Position Profile

This position is responsible for providing customer service by monitoring and responding to customer requests, providing problem resolution, tracking cargo, and assisting outside sales representatives.

Essential Duties

  • Operate safely and in compliance with all established HSSE policies and procedures
  • Develop strong relationships with customers, answer questions while researching and resolving issues
  • Track and trace cargo and provide necessary information to customers, to include OS&D
  • Inform customers of applicable policies, requirements, schedule updates and regulations related to shipment
  • Edit contact information in database
  • Create, run and audit various reports for internal and external customers
  • Build positive, collaborative relationships with internal employees and departments
  • Perform accurate and efficient data entry/keyboarding/typing skills, including pick-up scheduling
  • Assist with administrative duties relating to customer service, including intercompany mail and incoming/outgoing mail
  • Report on service issues and such as delayed or missing freight
  • May create and update standard operating procedures
  • Works with cross-functional team members to provide billing corrections/inquiries in a timely manner
  • Promote, encourage, and assist customers with terminal-to-terminal freight movement program (MyConnect), to include giving tutorials and troubleshooting IT issues
  • Customer delivery appointment scheduling
  • Assist customers in the receiving warehouse/dock area, as needed.
  • Ensure accurate data entry and daily monitoring of Airline alerts for external customers.
  • Liaison for Company incoming calls and inquiries. 
  • Other duties as assigned

Qualifications

  • High School Diploma, or equivalent is required
  • Two to three years’ experience in transportation industry customer service, preferred.
  • Associate degree in Logistics, Supply Chain Management, or a related field, preferred.

Knowledge, Skills, and Abilities

  • Follows instructions, responds to management direction, takes responsibility for own actions, completes tasks on time or communicates alternate plans.
  • Excellent written, verbal and listening communication skills.
  • Strong customer service with a high level of attention detail and accuracy
  • Proficient in MS Office applications, including MS Word, Outlook, and Excel
  • Self-motivated with the ability to prioritize, meet deadlines, and manage changing priorities.
  • Excellent organizational skills, including the ability to work with other departments and organizations and handle multiple projects concurrently.
  • Working knowledge of mathematical applications
  • Must have knowledge of internet and search sites.
  • Maintain a high level of professionalism in a stressful/confrontational environment.
  • Problem solving and ability to adapt to various situations and scenarios.

We’re committed to taking care of you and your family, today and in the future. 

Here’s what you can look forward to:

  • Compensation
    • Competitive base annual salary range: $20.50 – $30.80, depending on experience and qualifications
  • Health & Wellness
    • Employer subsidized medical, dental, and vision coverage for you and your family/dependents.
    • Employer‑paid life insurance, accidental death and dismemberment (AD&D), and short‑term and long-term disability coverage 
  • Retirement
    • Generous 401(k) plan with a 4% company match
  • Paid Time Off
    • 2 weeks’ vacation annually
    • 7 company holidays 
    • 7 days of sick leave annually
  • Extras that Make a Difference
    • Up to $5,250 per year in tax-free educational assistance to assist with career development and growth 

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