Customer Service Representative

About the role

Ingram Marine Group is seeking a Customer Services Representative in Ashland City, TN. This position oversees the order processing lifecycle, manages customer contracts, generates invoices, and provides reports to customers and management.

Responsibilities

• Maintain product, customer, and pricing master data in terminal operating system.
• Maintain customer contract information and manage rail demurrage rebilling program.
• Generate invoices, process credit memos, and troubleshoot invoice issues.
• Provide storage, tonnage, and inventory reports as required to customers.
• Generate weekly and monthly reports to finance for management reporting and business intelligence.
• Coordinate inbound and outbound shipments of rail, barges, and trucks between customers and operations.
• Communicate with customers, railroad personnel, and truck carriers to coordinate shipments and ensure accurate data capture for invoicing and activity reporting.
• Address customer concerns and inquiries professionally and promptly.
• Field after-hours calls and emails to address customer and operational concerns.
• Other tasks as required to continually improve the overall customer experience.

Qualifications

• Excellent communication skills, both verbal and written.
• Problem-solving ability to quickly resolve customer issues and complaints.
• Attention to detail for accurate order processing and documentation.
• Multitasking capacity to handle multiple tasks simultaneously.
• Product knowledge of Ingram Marine Group's offerings.
• Empathy to understand and respond appropriately to customer concerns.
• Proficiency in computer systems, including CRM software, TMS, TOS, and Microsoft Office Suite.
• Time management skills to prioritize tasks efficiently.
• Teamwork and collaboration with colleagues in other departments.
• Adaptability to changing situations and customer needs.
• Conflict resolution skills to manage difficult situations.

Education & Experience

• A degree in business or a related field, or equivalent experience (5+ years).
• Experience with TMS, Dispatch, and Inventory Management software systems.
• Experience with accounting systems is preferred.

Additional Information

• General office environment with occasional travel and weekend work.
• Competitive compensation package including medical/dental/vision insurance, health care FSA, 401K matching, life and AD&D insurance, employee assistance programs, group legal, and more.
• Internal training and tuition reimbursement program for professional development.
• Anticipated start date in October.
• The Company is an Equal Opportunity Employer.