Customer Service Representative

Position Summary

The ideal candidate will embody our company's Non-Negotiables and be responsible for answering phone calls and emails, responding to customers, carrier partners, and drivers' questions and concerns, and assisting the team with administrative duties.

Key Deliverables

• Display a positive attitude and provide courteous, friendly service to all internal team members and external clients by responding promptly and efficiently to inquiries, requests, and complaints.
• Able to communicate both over the phone and via email in a professional and detailed manner.
• Demonstrate knowledge and understanding of Lanter Delivery Systems Non-Negotiables and apply the concepts daily.
• Provide front line support for all customers, carrier partners, and LDS Operations by handling all inquiries to ensure we exceed expectations.
• Provide timely proactive communication to dealers daily regarding service delays that will affect their delivery.
• Build sustainable relationships and trust with customers by anticipating customer needs and taking timely and appropriate action.
• Document all customer interactions pertaining to shortages, damages, late deliveries, service incidents, customer requests, etc. in Dynamics CRM to ensure accurate information and reporting.
• Handle customer, carrier partner, and Operations inquiries, by providing appropriate solutions and alternatives within approved time limits, and follow up to ensure resolutions are satisfactory.
• Manage daily case follow up in Dynamics CRM to ensure customers are kept updated and all cases are followed up on timely.
• Manage Outlook inbox to ensure all email inquiries are responded to timely.
• Protect company assets and confidential information in accordance with company policies and procedures, including but not limited to client, team member, and proprietary company information.

Competencies

• Superior verbal and written communication skills with people at all levels.
• Customer & team focused.
• Organizational skills.
• Ability to work independently, take initiative & problem solve while applying critical thinking to decisions.
• Technical capacity.

Supervisory Responsibilities

This position has no supervisory responsibilities.

Position Type / Expected Hours of Work

This is a full-time position; hours of work are typically Monday through Friday with some Saturdays required.

Travel

Travel required for in-person training in Lanter's Madison, IL office.

Background and Experience

• Proven success in providing excellent customer service in a previous role or life situation (e.g., volunteer, sports team, etc.).
• Strong knowledge of all Microsoft Office programs.
• Knowledge and understanding of Microsoft Dynamics is a plus.

Work Environment

Remote – must have a quiet and private environment available during working hours.

Physical Demands

The physical demands described here are representative of those that must be met by a team member to successfully perform the key deliverables of this job. While performing the duties of this job, the team member is regularly required to communicate verbally and in writing and sit for extended periods of time.

Other Duties

This job description is not designed to cover a comprehensive listing of activities, duties or responsibilities required of the team member for this job. Duties, responsibilities, and activities may change per location based on business needs as well as change at any time with or without notice.