Customer Service Representative

Responsibilities and essential job functions include, but are not limited to the following:

• Serve as the first line of communication for customers, managing customer needs including resolving service issues or referring customers to the proper departments as necessary to ensure their issues are resolved
• Communicate and receive detailed customer load information by telephone, fax, customer websites, or electronic tendering
• Accurately and timely input all load information into the operating system
• Monitor and trace loads so that follow up can be made to the customer regarding issues that could effect on-time pick up or delivery
• Precisely update customer websites with the necessary information to exceed customer expectations
• Effectively maintain, build and grow relationships with existing and/or new customers
• Manage service issues by researching and coding all applicable service failures in the system
• Negotiate and prepare rates to potential business partners and customers
• Anticipate and facilitate problem resolution on all load issues to meet or exceed total customer expectation
• Assist in collecting and maintaining current customer information in the operating system
• Communicate effectively and professionally with customer, operations personnel and executive management
• Perform any other reasonable related job duties or tasks as required or assigned by management

Knowledge, Skills, and Abilities:

• Ability to multi-task in a fast-paced environment; attention to detail critical
• Ability to communicate effectively both in person and on the phone with customers, internal and external business partners and drivers providing concise instruction or information
• Ability to manage complex transactional or emotional customer situations promptly and professionally meeting commitments for service and assistance
• Ability to develop relations with internal and external customers and drivers
• Ability to adhere to all company, state and federal regulations, policies and procedures
• Ability to read, write and speak English fluently; bi-lingual Spanish a plus