Customer Service Rep

Core Focus:

The Customer Service Representative will provide exemplary customer service to all of our internal and external clients as well as ensuring all communications are responded to in a timely manner. 

Role and Responsibilities:

• Managing customer accounts 
• Handling a large number of phone calls 
• Maintaining relationships with carriers and customers 
• Scheduling shipments 
• Providing input and completing freight bills 
• Assisting with communication with carriers when issues arise 
• Making recommendations regarding transportation, routing, carrier selection, and helping to meet customer requirements 
• Documenting special service requirements of customers and warehouses 
• Managing unplanned accessorial charge issues related to the customer and related warehouses 
• Representing the customer when working with contracted carriers 
• Tracking on time pickups and deliveries 
• Entering loads and appointments in the WMS 
• Setting pick up and delivery appointments with warehouses
• Tracking loads and monitoring delivery
• Scheduling appointments 
• Notifying customers of any issues, excess charge, and excess charge billing 

Required Experience

• A high school diploma 
• 1-2 years of customer service experience 
• Experience working in a fast-paced environment with responsibility for time-sensitive requests and cut off schedules. 
• Ability to calculate in all units of measure 
• Ability to apply common sense understanding to instructions 
• Ability to deal with problems involving several concrete variables 

Preferred Skills:

• Strong customer service skills and ability to engage with the customer. 
• Strong communication skills. Ability to build sustainable trustworthy relationships through open and interactive communication. 
• Data entry and analysis. Excellent attention to detail. 
• Strong judgment and decision-making skills. 
• Ability to multi-task and be adaptable to change. 
• Effectively manage last-minute requests, and urgent demands. Demonstrate sense of urgency. 

Location:

8 hour shift 

Monday – Friday 

7:00AM – 4:00PM