The Customer Service Representative directs, controls and coordinates various customer service functions. The Customer Service Representative’s duties include booking freight, processing orders, monitoring service, optimizing loads, accommodating customer needs and requirements, and establishing and maintaining positive customer relationships.
DUTIES AND RESPONSIBILITIES:
Performing or supervising the handling of all freight from shipper to receiver.
Developing and maintaining a customer base according to geographic area.
Communicating all service issues to the customer promptly.
Selecting loads effectively through brokerage, and customer needs.
Booking freight in each assigned area to ensure a balance of trucks and loads.
Maintaining positive customer and driver relations.
Tracking each shipment to answer questions, ensure on-time pickups and deliveries, and resolve any issues that may arise.
Attending meetings to improve problem accounts and service issues.
Coordinating schedule changes with salespeople, customers, and company departments according to customer requirements.
Providing services to customers in compliance with contract requirements, ensuring on-time deliveries, and resolving damaged product issues.
Handling customer correspondence, complaints, and inquiries for each account in their territory.
Other duties as assigned by management.
EDUCATION, SKILLS, AND ABILITIES:
High school diploma or equivalent required.
Thorough operational knowledge.
Full understanding of customer service philosophies and the procedures of the company.
Able to be persuasive with customers, keeping “customer satisfaction” as a guiding factor.
Able to motivate staff and deal effectively with performance problems.
Comfortable using AS-400 computer software, split screens, EDI (Electronic Data Interchange), the internet, and Microsoft Office.
Can communicate via e-mail, telephone, and face-to-face in clear, correct, and effective English.
CUSTOMER SERVICE REPRESENTATIVE ACCOUNTABILITY
The Customer Service Representative should complete the following before the end of a shift:
Booking freight to cover all inbound capacity for the next business day.
Calling or emailing customers daily.
Downloading all applicable EDI loads and entering them into AS-400.
Managing customer commitments in six-week increments to ensure that Hirschbach is meeting or exceeding its customers’ expectations.
Managing drop trailer pools to ensure that all planned and committed trailers are at the proper facilities.