Customer Service Representative

Essential Duties and Responsibilities

• Communicate by phone and email to ensure timely and effective response.
• Role model the Company’s commitment to customers.
• Check order entries for accuracy and update orders with rates.
• Order Entry.
• Communicate load changes or issues to Fleet Managers in a timely and accurate manner so that the driver can be advised.
• Notify Customers locations of upcoming deliveries.
• Manage damaged freight issues in coordination with Safety/HR and the customer.
• Exhibit attendance that indicates your commitment to the job; help out and cover for co-workers whenever needed.

Competencies

• Job Knowledge - Competent in required job skills and knowledge; keeps abreast of current developments; requires minimal supervision.
• Use of Technology - Demonstrates required skills; adapts to new technologies; troubleshoots technological problems; uses technology to increase productivity; keeps technical skills up to date.
• Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
• Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods.
• Managing Customer Focus - Promotes customer focus; establishes customer service standards; provides training in customer service delivery; monitors customer satisfaction; develops new approaches to meeting customer needs.

Qualifications

• Education and/or Experience: High School Diploma or GED; and six months to one year related experience and/or training; or equivalent combination of education and experience.
• Language Skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
• Computer Skills: To perform this job successfully, an individual should have knowledge of TMW Database software.

Physical Demands

• While performing the duties of this Job, the employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision and depth perception.

Work Environment

• The noise level in the work environment is usually moderate.