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Customer Service Representative

The Customer Service Representative directs, controls and coordinates various customer service functions. Duties include; booking freight, processing orders, monitoring service, optimizing loads, accommodating customer needs and requirements, and establishing and maintaining positive customer relationships. 

Duties & 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.

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.
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