What are the responsibilities and job description for the Logistics Clerk / Customer Service Representative - $18-20 position at Moran Transportation?
Job Description :
Logistics Clerk / Customer Service Representative
18-20
Position Summary :
The Customer Service Representative (CSR) plays a vital role in ensuring accurate and efficient order tracking, communication with partner carriers, and prompt customer support. The CSR is responsible for monitoring shipments, maintaining accurate records, and providing timely updates to customers while adhering to company service standards.
Key Responsibilities :
Shipment Monitoring & Updates :
Verify that the correct carrier is assigned and costed for each shipment.
Enter the partner carrier pro# for any order where a pro# is assigned.
Ensure all orders have the most up-to-date status, with daily updates maintained.
Confirm the accuracy of automated updates for carriers using Electronic Data Interchange (EDI).
Manually update order statuses for non-EDI carriers on a daily basis.
Monitor the delivery schedule to ensure next-day service, except for appointment freight.
Contact partner carriers if an order has not been delivered or does not have an appointment scheduled within two days of receipt.
Manage all orders until delivery is complete and Proof of Delivery (POD) status is recorded in the system.
Issue Resolution & Documentation :
Handle the disposition of refused, damaged, or misrouted freight for partner carriers.
Update the system with detailed notes on freight discrepancies.
Generate 01 bills when necessary and coordinate with Moran terminals for returned shipments.
Print and index all PODs received via email from partner carriers.
Retrieve, index, and send PODs to customers upon request.
Phone Support :
Log into the customer service call group at the start of each workday and log out at the end of the day.
Answer all incoming calls within three rings.
Handle customer inquiries professionally and efficiently, minimizing unnecessary call transfers.
Email Management :
Acknowledge all customer service inquiries (e.g., pick-ups, tracing, and document requests) within 15 minutes.
Process all emails containing POD documents by the end of each business day.
Move emails regarding partner carrier tracking / tracing to the appropriate team member if no current status is available.
Acknowledge document requests for non-indexed files with the appropriate template and reassign the request to the responsible customer service agent.
Appointment Coordination :
Manage appointments for shipments to and from RFD (Rockford) and ORD (Chicago O Hare).
Professional Conduct :
Maintain a high level of professionalism in all customer interactions, including phone, email, and in-person communication.
Qualifications & Skills :
Strong attention to detail and ability to manage multiple tasks simultaneously.
Excellent communication and problem-solving skills.
Proficiency in data entry and shipment tracking systems.
Ability to work in a fast-paced environment and meet deadlines.
Previous experience in customer service, logistics, or transportation is preferred.
This position requires a proactive and customer-focused individual who is committed to maintaining high service standards and ensuring smooth logistics operations.
Salary : $18 - $20
