What are the responsibilities and job description for the Customer Service Administrator position at Forward Air?
Job Description :
The Corporate Customer Service Representative will field incoming calls from external customers, internal sales representatives, and other internal station staff. These calls are to include general questions about the company and service offerings, complaints or shipment tracking inquiries. The Customer Service Representative will respond with the highest degree of courtesy, integrity, and professionalism to resolve customer issues via phone and email communication.
Core Responsibilities & Duties :
Answer incoming customer calls, emails, and chat to provide detailed information for one-touch resolution
Data entry (documenting calls and emails internally)
Process shipment change requests and follow up to ensure completion
Run customer reports and provide results to appropriate parties on time
Review shipment tracking history and report delays
Maintain records and logs as required by specific job function
Consistently monitor email requests and provide detailed information in a timely fashion
Regular and dependable attendance
Office cleanliness - work space must be kept neat and organized
Other duties as assigned
Qualifications :
Must have at least 1 year of customer service experience
Demonstrated ability to carry out assignments to their completion and meet deadlines
Ability to establish and maintain effective working relationships with customers, employees, and management
Desire for a long-term career with an industry-leading company
Ability to present and maintain a positive corporate image in a fast-paced environment
Proactively establish and maintain effective working team relationships with all support departments
Must be proficient with Microsoft Office products – including Word, Excel, PowerPoint, Outlook, etc
Ability to perform general administrative duties includes use of multi-line phone, perform data entry, filing, photocopies, scanning, etc.
Ability to multitask and perform several duties at one time
Ability to handle heavy workload and work well under pressure
Understanding of industry specific documents (Bill of lading, Master Air Way Bill, TSA forms, Hazamt, etc)
High School diploma or GED equivalent
Must be able to pass basic Hazardous Materials Training
Skills :
The ideal candidate will possess a “can do” attitude with a “will do” work ethic
Strong verbal and written communication skills
Experience with a DOS based operating system AS400 a plus
Transportation industry knowledge and experience is a plus
Computer skills to include Microsoft Office, Outlook, and Excel, multiple internet browsers and tabs
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