Customer Service Representative

About the role

As a Customer Service Representative (CSR) at Oakley Transport Inc, you will further the company’s objectives by building and maintaining strong relationships with an assigned customer base. You will communicate daily with planners and driver managers to ensure outstanding service, while fostering trust and confidence by consistently delivering on promises. The role involves providing top-tier communication to customers regarding order issues, booking business to maximize fleet capacity, and proactively addressing service concerns.

Responsibilities

• Communicate daily with assigned customers to address service issues and maintain proactive engagement.
• Place or cancel orders accurately and promptly, ensuring updates from tender to delivery.
• Greet customers warmly, ascertain their needs, and handle/resolve complaints with follow-up root cause and corrective action reports.
• Interact daily with Planners and Driver Managers to track deliveries and service failures.
• Follow up on sales quotes via phone or email and report information to the sales team.
• Support the sales team on business opportunities, volume changes, or customer losses.
• Collaborate with the Customer Service Manager to ensure proper service delivery.
• Direct unresolved issues to the appropriate resource.
• Maintain records of customer interactions, inquiries, complaints, and actions taken.
• Update customer databases promptly and accurately.
• Respond quickly to customer inquiries and follow up on interactions.
• Monitor and report on key performance indicators (KPIs), including available loads, CSR orders, gross sales, and accuracy metrics.
• Generate and maintain daily reports such as late loads, service failures, web portals, and non-conformance reports.
• Measure and track daily, weekly, and monthly KPIs for team accountability.
• Act as a company gatekeeper, ensuring professional and polished communication.
• Participate in ongoing training for customer service best practices, AS400, and other relevant systems.
• Compile reports on overall customer satisfaction.
• Assist in recovering accessorial charges such as detention and layover fees.

Requirements

• High School diploma or equivalent (required).
• Bachelor’s degree or some post-secondary education (preferred).
• Prior experience in the transportation industry (required).
• Proficiency in Microsoft Office, including Outlook, Word, and Excel.
• Ability to thrive in a high-volume, fast-paced office environment.
• Strong multitasking and prioritization skills.
• High level of professionalism and polish in communication.

Skills

• Effective oral, written, and interpersonal communication with the ability to influence.
• Comfort with technology and willingness to learn new systems.