Terminal Clerk

Description

Job summary

The Terminal Clerk is the most important liaison between us and our internal and external customers. Their goal is to proactively retain and develop our customer relationships. They provide one on one service to our customers while communicating their daily needs and providing key information to help prevent and solve issues. 

The Customer Service Representative recognizes customer needs and coordinates internal and external activities to make things happen in a timely and reliable manner. They build relationships through service, communication, and product knowledge.

Requirements

Summary of essential job functions

This job includes the following duties and any other as assigned by manager: 

• Must work well in a team environment and strive to support the needs of both the customer and other departments.
• Communicate clearly and effectively between external customers and all internal A&R divisions to ensure the expeditious handling of all customer orders, requests, & special requirements, and other needs.
• Communicate with existing and prospective customers, by telephone and email, to help facilitate their needs, schedules, and shipments.  
• Ensure that all required documentation is sufficiently detailed to meet the needs of other departments within the company. 
• Demonstrate good reasoning and judgment when investigating and solving problems and seek guidance as necessary. 
• Complete appropriate incident and nonconformance reports as required. 
• Demonstrate the ability to tactfully handle difficult situations and negotiate mutually satisfactory resolutions. 
• Adhere to, promote, and encourage compliance with all elements of the company's Responsible Care performance goals. 
• Maintain a positive attitude in all dealings with customers and other A&R employees. 
• Manage projects efficiently, meeting internal and external deadlines.
• Gather, monitor, and analyze customer account data and make adjustments to meet internal and external customer goals.
• Notice important account activity- increases/decreases, etc., and make manager aware.
• Properly manage expectations of the team with tact and integrity. Communicate appropriately. 
• Strive for continuous process improvement (be aware of what you do and why you do it).
• Help identify prospects and referral sources and develop/maintain relationships. 
• Always look for opportunities to identify ways that we can make things easier for our customers.

Minimum requirements 

• Excellent problem solving, organizational, time management and analytical skills. 
• Exceptional communication ability with both external and internal customers. 
• Computer proficiency in WORD and EXCEL. 
• Ability to become proficient with various customers SAP/EDI and web-based operations systems preferred. 
• Must be self-motivated and be able to perform duties in an independent manner with minimal supervision. 
• Previous Customer Service, Account Management, and/or Inventory experience preferred. 
• High School Diploma (or equivalent) required; 
• Bachelor's Degree preferred.

Abilities Required

These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the job. Reasonable accommodation can be made to enable people with disabilities to perform the described essential job functions.

While performing the responsibilities, the employee is required to talk and hear. The employee is often required to sit and use their hands and fingers, to handle or feel and to manipulate keys on a keyboard. The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.