What are the responsibilities and job description for the Customer Service Representative position at Dunavant Sea Lane Express, LLC?

Position Summary

The Customer Service Representative plays a crucial role in ensuring customer satisfaction in the transportation industry. This position is responsible for customer inquiries, resolving issues, and facilitating effective communication between clients and the company. By providing timely and accurate information, the representative will help maintain strong relationships with customers and support the overall operational goals of the organization. Ultimately, the success of this role contributes to the company's reputation and customer loyalty. The representative will also train in other facets of operations in the Baltimore terminal.

Reporting

Terminal Location : Baltimore, MD
Reports to : Terminal Manager
HR FLSA Status : Non-Exempt
Office hours : 8am - 5pm with afterhours engagement as required.
Hourly Wage is commensurate with experience.

Essential Functions, Job Duties, and Responsibilities

Ensures containers are dropped in accordance with customer needs and / or requests.

Requests and monitors last free day and return dates to avoid chargebacks to company and / or customer.

Verifies container availability coming out of the port, booking confirmations, vessel acceptance of exports, and various other problems that arise.

Schedules appointments, assist in event management by organizing logistics and providing support for customer-related events.

Quotes rates (does not negotiate).

Receives and enters inbound orders.

Checks releases.

Receives and enters delivery orders.

Assists with yard check as necessary.

Searches for freight as needed by contacting customers.

Responds to customer inquiries providing accurate information and assistance.

Coordinate with logistics teams to resolve any issues.

Expected to train in all other facets of operations.

Enters information into several computer programs, to include : TMW, Outlook, customer required systems.

Acts as back-up dispatch for other staff members.

Education and Experience Requirements

Associate degree (AA) from two-year college or technical school; or six months to one-year related experience and / or training; or equivalent combination of education and experience.

Minimum Skills, Knowledge, and Ability Requirements

The required skills are essential for daily operations, as they enable the representative to effectively manage customer inquiries and resolve issues promptly. Proficiency in Microsoft Office products is crucial for creating reports and documentation that support customer interactions and internal processes. Problem resolution skills are utilized to address customer concerns, ensuring a positive experience, and fostering loyalty. Knowledge of dispatching allows the representative to coordinate logistics efficiently, contributing to timely deliveries. Additionally, event management skills enhance the representative's ability to organize and support customer-related events, further strengthening client relationships.

Computer skills Proficient in Microsoft Word, Excel, and Windows.

Ability to read and comprehend simple instructions, short correspondence, and memos.

Ability to write simple correspondence and to effectively present information to customers, clients, and other employees of the organization.

Ability to add and subtract two-digit numbers and to multiply and divide with 10s and 100s.

Ability to perform these operations using units of American money and weight measurement, volume, and distance.

Ability to comprehend 24-hour clock system.

Ability to collate time / distance scheduling for 24 / 7 operation.

Ability to define problems, collect data, establish facts, and draw valid conclusions.

Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

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.

90% or more time is spent looking directly at a computer.

Employee is frequently required to stand, walk (or otherwise be mobile).

Employee is frequently required to lift and carry a minimum of 15 pounds.

Ability to deal with stressful situations as they arise.

Duties are primarily performed in an office environment. Minimal physical effort is required. Lifting and carrying requirements of up to 15 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.

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