POSITION SUMMARY
The Customer Service Representative is responsible for providing customer service by building and maintaining relationships with customers and responding to their needs and expectations.
ESSENTIAL JOB FUNCTIONS FOR THIS POSITION :
- Foster and build relationships and opportunities for stability and long-term growth with customers by gaining an understanding of their expectations and specific preferences.
- Book freight aggressively, with a sense of urgency, and in a manner that keeps every driver moving daily and eliminates layovers for more efficient and profitable operations.
- Plan ahead by working with the planning group continuously throughout the day, booking as much freight as possible in advance.
- Proactively identify potential service failures and work with planning and dispatch to remedy issues.
- Communicate with customers regarding status updates as required by customers and provide solutions to problems that arise.
- Enter data into the TMW system accurately and completely.
- Understand and actively work with customer-issued scorecards to improve customer service and meet customer expectations.
- Regular and predictable attendance.
OTHER SIGNIFICANTJOB FUNCTIONS INCLUDE :
- Monitor customer trailer pools and work with the planning group to make adjustments as needed.
- Ensure that there are enough trailers in the pool to accommodate present and near future bookings.
- Understand and monitor customer lane and volume commitments to book accordingly.
- Obtain and set pickup and delivery appointments when applicable.
- Communicate any Customer changes or needs to the entire Operations and Sales teams; serve as the conduit internally for our Customers.
- Comply with company policies and procedures and all applicable laws and regulations.
- Additional duties as assigned.
Requirements
REQUIRED EDUCATION / EXPERIENCE
High School Diploma or equivalent.
REQUIRED SKILLS (TECHNICAL, CLERICAL, LANGUAGE, ETC.)
- Ability to work and communicate effectively with others promoting to promote a team environment. Support your coworkers.
- Listen to problems first in order to gain a clear understanding and provide solutions to Customers.
- Thrive in a fast paced, high volume work environment.
- Possess the ability to accept constructive criticism from both external and internal sources. Learn from mistakes in an effort to improve your professional skills.
- Possess basic computer skills.
PREFERRED SKILLS (TECHNICAL, CLERICAL, LANGUAGE, ETC.)
Knowledge of Microsoft Office programs such as Word and Excel is desirable.
PHYSICAL DEMANDS
- Sit at a desk and operate a computer and telephone for the majority of your shift.
- Walk the operations floor as needed to communicate with others
WORK ENVIRONMENT
- Fast paced and high volume
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