Customer Service Representative -Dedicated

About the role

As a Customer Service Representative with Hirschbach, you will communicate with Hirschbach’s customer base on all matters related to handling their freight. Your duties will include booking freight, processing orders, monitoring service, optimizing loads, accommodating customer needs, and establishing and maintaining positive customer relationships.

Responsibilities

• Communicates all service issues promptly to the customer and elevates issues to the operations team and others within the organization as applicable.
• Coordinates customer freight shipments, including booking freight, answering customer calls and emails, and assisting with customer rate quotes.
• Supervises the handling of freight from shipper to receiver.
• Develops and maintains customer relationships with assigned customer base and/or geographic area.
• Books freight within customer base and/or geographic area to ensure a balance of available freight and trucks.
• Monitors rates, revenue generation, and accessorial per customer contracts.
• Provides tracking and tracing on shipments to ensure on-time pickups and deliveries, and resolves any issues that may arise during transport.
• Provides services to customers in compliance with contract requirements, ensuring on-time deliveries and resolving damaged product issues.
• Selects loads effectively through brokerage and customer needs.
• Handles customer correspondences, complaints, and inquiries professionally.
• Attends meetings related to customers and occasionally travels to visit customer sites and locations.
• Proactively assists others in achieving the organization’s objectives.
• Maintains a strong customer base and communicates effectively with the customer.
• Actively seeks opportunities to book additional freight when needed.
• Displays an understanding of when to decline freight based on rates/available trucks.
• Handles customer complaints and inquiries professionally.
• Demonstrates a strong understanding of Hirschbach’s operations and how the freight network functions.
• Demonstrates strong AS400 proficiencies and can enter data accurately.
• Performs other duties as assigned.

Requirements

• High school diploma or equivalent, paired with relevant professional experience.
• Bachelor's Degree in Transportation/Logistics/Supply Chain, or a related field is preferred.
• Ability to process information with high levels of accuracy and energy.
• Ability to multi-task and prioritize workload.
• Computer proficiency and ability to navigate between multiple programs.
• Demonstrates an "All In to Win" attitude and displays self-motivation and a strong desire to learn within an unpredictable and demanding environment.

Schedule

7:00 AM – 5:00 PM, Monday - Friday

About the company

Founded in 1935, Hirschbach Motor Lines has built a sterling reputation for delivering time and temperature-sensitive freight across 48 states. Today, the organization generates $1+ billion in revenue and has become the 2nd largest refrigerated carrier in North America with company headquarters in Dubuque, Iowa. Hirschbach strives to provide the highest level of service in the industry, offering a breadth of services including Dedicated, Over the Road, Expedited, Entertainment, and Logistics Solutions.