Customer Service Representative

Primary Purpose: Communicate customer delivery needs and appointment dates/times, quote rates to customer and relates service requirements to dispatchers.

Essential Functions:

1. Receives/schedules all delivery orders and requests from customers and must exercise discretion and use independent judgment when relating customer requests, schedules and informing dispatch.
2. Enters all orders into computer for dispatch – technical lines require specialized training, experience or knowledge of transportation industry.
3. Ensures rail billing is in place before containers are delivered to railroad and if necessary, ensures in-bond documentation is properly validated with US customs. Verifies bookings are released at depots for export moves, and traces import containers on the rail to confirm delivery is made by last free day.
4. Prepare customer reports and tracking/tracing as required such as divisional pool, MDR, CNI, Daily Activity, and Dispatch Status.
5. Notifies Cargo Specialist Supervisor/management of all service failures.
6. Proposes and implements solutions to improve overall customer service.
7. Creates and updates location profiles in computer system.
8. Works as dispatcher as volume/vacation schedule dictates.
9. Other projects as assigned by management.

Skills Required:

Data entry skills; Good communication and organizational skills, email and general office duties. Must be innovative.

Knowledge Required:

Port and rail operations; US customs

Experience Required:

Trucking Industry