Customer Service Representative

Job Description Summary

The Premier Representative is responsible for developing a positive customer experience with assigned accounts and managing day to day needs of said accounts.

Critical Job Functions

• First point of contact for assigned Customer Accounts via phone/email to include tracking, billing inquiries, OS&D inquiries, and any/all other inquiry types.
• Own the entire resolution from initial customer contact to final completion. The Premier team member should be in direct contact with the customer to provide updates on the status of the issue, while simultaneously driving communication with the internal teams/departments to provide the necessary answers to the customer’s issue. Ensure the communication loop is closed, and the issue is resolved.
• Develop cohesive working relationships with contacts of accounts.
• Recognize issues that warrant escalation to SAM/Sales and take appropriate steps to resolve.
• Develop rapport with internal departments company-wide to achieve timely responses and resolutions.
• Provide support at the request of the aligned Account Executive(s) within the pod structure.
• Participate in regularly scheduled call with Sales to collaborate on assigned accounts and strategies.
• Able to work effectively in a team environment, enabling growth and continuous learning for the pod.
• Demonstrates excellent knowledge of Roadrunner services in all customer and prospect interactions
• Basic knowledge of pricing for assigned accounts.
• Performs routine duties with minimal supervision following standard practices or procedures; occasional check of work while in progress; work is reviewed upon completion.
  
  

Job Requirements

• High school diploma or general education degree (GED); or related experience and/or training or equivalent combination of education and experience. Shows good working knowledge of current Roadrunner systems and the ability to problem solve.
• Relies on written and verbal communication.
• Ability to read and comprehend simple instructions, short correspondence and memos.
• Ability to write simple correspondence.
• Ability to effectively present information in one-on-one and small group situations to customers, clients and other employees of the organization.
• Communicates internally and externally with Service Centers, sales force and one call account contacts.
• May have periodic travel to visit account members.
• Intermediate personal computer skills, including electronic mail, routine database activity, word processing, spreadsheet, graphics, etc.
• Preferred knowledge of AS/400, McLeod.
• Proficient in Microsoft Office-ability to produce reporting spreadsheets-Presentations.
• Proficient typing, filing and ten key skills.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals.
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.
• Ability to prioritize tasks.
• Ability to handle multiple tasks and projects simultaneously.
• Ability to good Follow through with detailed communication
• Ability to self -starter-able to work and identify issues on own.
  
  

Physical Demands and Work Environment: 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.

• Physical Demands:
• Sedentary physical activity performing non-strenuous daily activities of an administrative nature.
• While performing the duties of the job, the employee is regularly required to sit, reach/handle items, work with the fingers, and talk and hear others in conversations via the phone or in person. The employee is occasionally required to stand and walk.
• Work Environment:
• The noise level is moderate based on general conversation tones, ringing phones and laser printer operation.
• Work in well-lighted, heated and/or air-conditioned indoor office setting with adequate ventilation.
  

Compensation

• The estimated compensation for this role is $20 per hour.
  
  

Benefits

• PTO
• Paid Holidays
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• 401k
  
  

The above statements reflect the general details necessary to describe the principal functions of the position and are not intended to be all inclusive. The position and any of the requirements listed above are subject to change at any time according to the changing needs of the company.

Roadrunner Freight is building something special with great people, a winning culture and a differentiated service offering in the marketplace. Join us today to grow your career!

• We will not accept unsolicited candidates from external recruiters or recruiting agencies. Thank you!
  
  

Summary

Additional Requirements:

Roadrunner’s Smart Long Haul is revolutionizing the industry with significant investments in technology, a culture of continuous improvement, and intelligent and efficient direct routing. A Top 100 Trucking company by Inbound Logistics and a Top Tier Service Carrier by Mastio, Roadrunner is an LTL industry leader on the rise.

As a long-haul, metro-to-metro LTL carrier, Roadrunner offers more direct routes than any other nationwide Less-than-Truckload carrier in the United States. With a nationwide presence, terminals across 40 markets, and more than $400 million in revenue, the company’s Smart Long-Haul Network is the preferred choice for shippers looking to move freight quickly and reliably.

Roadrunner is growing and looking for a highly motivated Customer Service Representative to join our winning team. If you are results driven and looking for a rapidly growing company with high growth and earnings potential, apply today!

We Run Safe. We Run Smart. We Run Together.