Customer Service Representative 1

Responsibilities

• Handle incoming customer service telephone inquiries from external and internal customers.
• Organize and schedule shipments for customers, transfer information to the Company’s internal system, and distribute revenue based on agreements and contracts.
• Follow through to completion of incoming customer service inquiries, including tracing shipments, scheduling pickups and deliveries, problem resolutions, OS&D inquiries, pickup system inquiries, and appointment scheduling for residential deliveries.
• Refer customers to respective service centers for follow-up as needed.
• Process roll over calls from service centers that are beyond administrative capacity.
• Serve all customer inquiries with excellence using a variety of software tools to navigate customer accounts, research and review policies, and communicate effective solutions in a fast-paced environment.
• Learn and utilize the National Motor Freight Classification.
• Prepare accurate quotes for customers and build estimates for potential shipments.
• Answer simple billing inquiries and make Freight Bill Corrections (FBCs) as needed.
• Educate customers on the Company’s technology (including the external website) and customer service enhancements.
• Maintain legible and organized records/notes and complete required paperwork in a timely manner.
• Retrieve and fax/email imaged documents and handle general administrative tasks for the Sales Department.
• Monitor website, email, and voice messaging systems for customer service opportunities as assigned.

Requirements

• At least 1 year of customer service experience, either face to face or over the phone.
• A High School Diploma or GED.
• Preferred: 2 years of customer service experience, either face to face or over the phone, and previous experience in the transportation industry.

Benefits

• Work Shift: First Shift