Customer Service Rep

Job Description

This Shipper Account Representative is the primary contact for their shippers and carriers and is responsible for maintaining, strengthening, and building the portfolio by proactively handling day-to-day operations.

Position Highlights

• Establishes and maintains great working relationships with assigned business accounts, serving as the carrier contact
• Focuses on operational quality, problem resolution, systemic improvement, productivity, and customer response/satisfaction
• Troubleshoots issues, analyzes root cause, suggests and implements solutions
• Conducts scheduled conference calls when needed with clients and carriers to review invoice financial statuses and status of any current projects
• Maintains daily deliverables
• Documents all issues/projects and follows through to timely, accurate resolution
• Completes special projects and process improvements for specific shipper in portfolio
• Advances account efficiency through process/exception analysis and implementation of improvements
• Gains in-depth product knowledge on customer-facing proprietary software/technology and trains external customers on processes, tools, and applications
• Understands functionality of all departments and interfaces with them for systems/application support

Basic Qualifications

• High school diploma or equivalent
• Typically four to five years of relevant experience

Preferred Skills And Experience

• Strong verbal, written, interpersonal, and communication skills
• Positive, proactive attitude mandatory
• Ability and desire to thrive in a high-pressure environment
• Initiative and strong work ethic, self-motivated, self-starter
• Ability to tolerate stress in work environment
• Detail oriented with strong planning, prioritization, and organizational skills
• Ability to prioritize and multi-task
• Strong software/technical support skills
• Proficient in MS Office (Excel, Access, Word & Power Point)
• Understanding of logistics and/or freight payments

Benefits

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

Pay Range

$20.00 - $25.77