Customer Service Representative

Position Summary 

Responsible for serving customers, drivers, visitors; processing transactions in the warehousing operations; and assuring customer satisfaction.

Reporting

Reports to Customer Service Supervisor and/or Terminal Manager

FLSA Status:  Non-Exempt

Essential Functions, Job Duties, and Responsibilities 

1. Assists customers and drivers by phone, in person, and by e-mail providing them with timely answers and great customer service.
2. Assists with traffic control as needed.
3. Processes shipping and receiving documents with customer and company systems.
4. Maintains and coordinates daily shipping/receiving schedule with Operations, customers, and drivers.
5. Maintains customer records in both hard and soft copy and scans to customer as needed.
6. Runs and enters daily billing (accessorial and ins/outs) and month-end billing for renewal storage.
7. Presents timely communications about on-going issues or new developments with customers that may affect the current and future status.
8. Provides support to warehouse personnel with inventory and pick and delivery of customer orders.
9. Assists with other duties including month-end inventory reconciliation, corrective action responses, month-end closing process, etc.
10. Back-up for this position is Customer Service Supervisor.
11. Acts as back-up for any of the other team members, as needed.
12. Audits orders to ensure rates are correct, fuel is correct, assessorial/miles/dates are correct and audits chassis usage.
13. Performs all other duties or projects as assigned.

Education and Experience Requirements 

• High school diploma/GED required
• Associates Degree or equivalent from two-year college or technical school; 
• or six months to one-year related experience and/or training; 
• or equivalent combination of experience and education

Minimum Skills, Knowledge, and Ability Requirements 

1. Strong customer service skills
2. Strong interpersonal skills
3. Good decision-making skills
4. Ability to communicate effectively both orally and in writing
5. Ability to resolve customer/CSR/driver issues quickly and creatively to improve customer/CSR/driver satisfaction.
6. Ability to write reports, business correspondence, and procedure manuals.
7. Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.
8. Ability to define problems, collect data, establish facts, and draw valid conclusions.
9. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
10. Familiarity with Company services and trucking operations.
11. Ability to perform multiple job functions within fast paced office environment.
12. Availability to work in multiple-shift operation, weekends, and OT as needed on short notice.
13. Strong organizational skills; attention to detail.
14. SAP and skills preferred.
15. Must understand WMS system functions.
16. Good computer skills:  Microsoft Word, Excel, TMS.

Work Conditions, Physical and/or Mental Requirements 

• Sedentary physical activity requiring reaching, lifting, finger dexterity, grasping, feeling, repetitive motions, talking, and hearing.
• Visual requirement is for close vision, distance vision, peripheral vision and ability to adjust focus.
• 80% or more time is spent looking directly at a computer.
• Employee is frequently required to stand, walk (or otherwise be mobile).
• Employee is occasionally required to lift and carry up to 20 pounds.
• Ability to deal with stressful situations as they arise.
• Workweeks more than 40 hours may exist periodically through the year.
• Occasional weekend work may occur.

Duties are primarily performed in an office environment. Minimal physical effort is required. Lifting and carrying requirements of up to 20 pounds. Occasional or frequent ability to move boxes from one location to another. These physical and/or mental requirements are not exhaustive, and additional job-related requirements may be added by the Company on an as-needed basis.  Reasonable accommodations, where required by law, will be made to enable individuals with disabilities to perform the essential functions of this position.