Customer Service Representative

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