The Customer Service Representative is the primary company contact for a
group of assigned customers. S/he books and solicits loads, monitors the
service provided on each load, notifies the customer of any problems
encountered with any load ASAP, directs the work of supporting Order
Entry Staff, and ensures accurate, complete and timely data entry.
1. Performs a variety of duties to support the customer service function
as illustrated by the following:
a) Books loads and miles; enters the orders on the computer system;
arranges for the delivery and pickup of goods; minimizes downtime of resources and deadhead miles.
b) Actively monitors the movement progress of loads as required to maximize
service to customers, utilization of human and physical resources, revenues and profits.
c) Interfaces with Sales Personnel, Load Planners and Driver Managers to
maintain awareness of current movement requirements, status of movements in progress, recently completed moves, and forthcoming movement requirements; coordinates reconfiguration of load plans and allocation of resources as necessary; oversees trailer management.
d) Attends load planning meetings with other customer service, operations
marketing and sales personnel to ensure that all details and requirements of customers are set forth and understood by all concerned parties; updates marketing and sales personnel on customer problems and complaints.
e) Solicits freight by lane and by customer; develops and manages customer
f) Serves as the primary contact with assigned customers for receipt of movement orders; responds to customer inquiries; questions complaints and problems; takes proactive measures when possible to ensure complete customer satisfaction; coordinates the resolution of billing problems with appropriate company personnel.
g) Handles any accessorial, extra charges, billing issues.
2. Coordinates specific work tasks with other personnel within the unit or
department as well as with other units and departments in order to ensure the smooth and efficient flow of information.
3. Abides by the current laws and organizational policies and procedures
designed and implemented to promote an environment which is free of sexual harassment and other forms of illegal discriminatory behavior in the work place.
4. Cooperates with, participates in and supports the adherence to all
internal policies, procedures and practices in support of risk management and overall safety and soundness and the Company's compliance with all regulatory requirements.
5. Reports pertinent information to the immediate supervisor as requested,
or according to an established schedule; compiles information as necessary or as directed and provides data to appropriate Company personnel.
6. Responds to inquiries relating to his/her particular area or to request from
customer, other Company personnel, etc., within given time frames and within established policy.
1. Maintains a current knowledge of all rules and regulations as established by
The U.S. Department of Transportation affecting the Customer Service function.
2. Performs studies and analysis as requested; creates reports; completes
special projects as assigned.
3. Performs tasks, which are supportive in nature to the essential functions
of the job but which may be altered or re-designed depending upon individual circumstances.
Education/Experience: A high school diploma or equivalent normally required.
Skill(s): Proficient reading, writing, grammar and mathematics skills;
excellent interpersonal relations and communicative skills;
team oriented; excellent telephone skills; proficient analytical
and data processing skills; proficient PC skills; proficient knowledge of Microsoft Office Suite software; knowledge of applicable Department of Transportation regulations; a thorough understanding of the trucking
industry; excellent planning and organizational skills; detail-oriented;
self-motivated; ability to work in a high-energy environment; visual and
Experience: A minimum of one (1) year experience in related positions normally
Equipment and Machines
2. PC/Computer Keyboard
5. Fax Machine
6. Copy Machine