Customer Care Operations (PDX)

About the role

Provide administrative and customer service support to Service Center Operations. Respond to internal and external customer inquiries; assist will call customers; prepare operations reports and perform systems data entry, with the ability to be a part of a fast-paced team environment, where there is a strong emphasis on quality of service/multi-tasking, accountability, and conflict resolution, and being a part of a dynamic culture in a progressive industry.

Responsibilities

• Provide administrative support to Service Center Operations
• Perform clerical functions including answering phones, making copies, data entry, and general correspondence
• Maintain a positive, empathetic, and professional attitude toward customers at all times
• Adhere to XGS Customer Rules to create customer centric approach in all that we do
• Respond promptly to customer inquiries
• Adhere to pre-determined quality guidelines
• Acknowledge and resolve customer complaints
• Warm transfer calls to other departments; identify and connect callers with appropriate company resource
• Communicate with external and internal customer questions and requests
• Interface with customers via telephone, e-mail, web, and in person
• Interface with customers regarding routes, deliveries, and pick-ups
• Schedule driver appointments and assist in driver route assignments
• Dispatch drivers as needed
• Assist will-call customers in picking up freight
• Assist in ensuring compliance with OSHA, Department of Transportation, and Federal and State regulations
• Perform data entry and prepare standard reports
• Assist in loading or unloading freight
• Ability to work on XGS site while performing essential functions
• Other duties as assigned

Qualifications

Prerequisite knowledge, skills, and education:

• 1-3 years clerical experience, preferably in the transportation industry
• Warehouse and WMS experience preferred
• AS400 experience preferred
• Dispatching experience preferred
• Forklift certification a plus
• Computer literacy required

Physical and mental requirements:

• Consistently maintains excellent personal attendance records
• Sit for long periods of time
• Manual dexterity to operate a computer and other office machines
• Clear and understandable speaking voice for the purposes of telephone communication
• Climb stairs
• Occasionally stoop, kneel, or crouch
• Correctable vision and hearing

Environment

Most work is conducted in a comfortable office environment but exposure to site conditions may also occur. Personal protective equipment must be worn in all areas as required. Although the work usually is not considered inherently dangerous, must be careful while performing onsite services.