CUSTOMER SERVICE REP II

Description

Summary 

Interviews customers and records interview information into computer for customer service by performing the following duties. 

Essential Duties and Responsibilities include the following. Other duties may be assigned. 

• Serve existing customers with existing contracts for various customer service issues such as late delivery notifications, booking orders, tracking, reporting, EDI. Communicate by phone and email to ensure timely and effective response.  Role model the Company’s commitment to customers. 

• Exercise creative problem solving in an expeditious manner. 

• Rectify prior day or current day issues working between dispatch and the customer to ensure a viable result. 

• Manage late shipments appropriately. 

• Diagnose cause and work internally to eliminate future issues 

• Communicate load changes or issues to Fleet Managers in a timely and accurate manner so that the driver can be advised. 

• Utilize TMW and TOPS to ensure we are tracking freight timely for the customer. 

• Manage damaged freight issues in coordination with Safety/HR and the customer. 

• Exhibit attendance that indicates your commitment to the job; help out and cover for co-workers whenever needed. 

***Disclaimer*** This Job description is not intended to be a comprehensive list of duties and responsibilities. Duties and responsibilities may change without notice.  

Competencies  

To perform the job successfully, an individual should demonstrate the following competencies:  

Job Knowledge - Competent in required job skills and knowledge; keeps abreast of current developments; requires minimal supervision.  

Use of Technology - Demonstrates required skills; adapts to new technologies; troubleshoots technological problems; uses technology to increase productivity; keeps technical skills up to date. 

Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.  

Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods.  

Managing Customer Focus - Promotes customer focus; establishes customer service standards; provides training in customer service delivery; monitors customer satisfaction; develops new approaches to meeting customer needs.  

Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed. 

Qualifications  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Education and/or Experience  

High School Diploma or GED; and six months to one-year related experience and/or training; or equivalent combination of education and experience. 

Language Skills  

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization. 

Computer Skills  

To perform this job successfully, an individual should have knowledge of TMW Database software. 

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this Job, the employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision and depth perception.

Work Environment  

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. 

Qualifications

Qualifications  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Education and/or Experience  

High School Diploma or GED; and six months to one-year related experience and/or training; or equivalent combination of education and experience.

Language Skills  

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization. 

Computer Skills  

To perform this job successfully, an individual should have knowledge of TMW Database software. 

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this Job, the employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision and depth perception.

Work Environment  

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.