Customer Service Representative / Intermodal

JOB DESCRIPTION SUMMARY

The Customer Service Representative serves as the primary point of contact for clients and vendors with questions and issues related to their shipments, ensuring excellent customer service via phone or email is always provided professionally, accurately and in a timely manner.  

The Customer Service Representative coordinates with the dispatch team to manage customer service requests, communicate updates, performs various administrative and operational tasks to ensure day to day, end of the month, annual and project goals are being met.  

REPORTING RELATIONSHIPS

The Customer Service Representative reports directly to and is fully accountable to the Director of Terminal Operations hereafter referred to as Manager.

QUALIFICATIONS / REQUIREMENTS 

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

Education and Experience:

• Required: High School Diploma or G.E.D
• Required: At least 2 years of experience in a customer service role
• Required: At least 2 years working knowledge of the trucking/freight and logistics industry
• Preferred: Experience working in a transportation or logistics environment and larger company.

Skills / Abilities:

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability to work independently and in a team setting.
• Ability to build relationships and to earn the respect of the customers, vendors and team.
• Ability to manage multiple projects and prioritize tasks effectively.
• Ability to maintain a high degree of discretion and confidentiality.
• Ability to work in a fast-paced environment under pressure.
• Ability to accept and promote change.
• Excellent interpersonal, teamwork and customer service skills (internal and external).
• Must have excellent communication skills in English, both verbally and in writing.
• Must have proficient data entry skills in MS Office and other software.
• Must have proficient typing and word processing skills with a minimum 50 wpm typing speed.
• Must have excellent time management skills.
• Must have excellent organizational skills.
• Must be able to multi-task with the ability to prioritize tasks.
• Must be capable of fixing small types of oversight before a task is completed.
• Must have excellent attention to detail and accuracy.
• Must have a sense of urgency.
• Must be autonomous in work nature.
• Must be available and willing to work Monday through Friday, 8am to 5pm.
• Must be highly reliable.
• Must be highly dependable as attendance, being on time as well as being at work as expected is very important.

 ESSENTIAL FUNCTIONS

• Follows and complies with all TSFS policies, procedures, guidelines, rules, and regulations.
• Follow TSFS Customer Service Standards for Excellence. Each employee has the responsibility of representing the company to its customers in a way that reflects the image and reputation of a world-class customer service organization.       
• As directed, in a timely manner or given deadline, complete all work assignments accurately and make the most effective use of their time and talent.
• Utilize the company communication systems and company equipment (computer, printer, scanner, telephone, fax, email, and the delivery of all messages/information).
• Utilize the company and department policies, and procedures, and meet specific objectives as directed by the manager.
• Successfully completes training and cross-training with other department personnel as directed by the manager.
• Ensure that documented standards for routine office and safety procedures and/or systems are being followed.
• Must have the ability, skills and knowledge to keep all lines of communication open within the office. 
• Ability to work with team members that have exact time deadlines and require end-of-the-month results under a heavy workload. 
• Must possess knowledge of various filing systems.

  ESSENTIAL DUTIES AND TASKS

• Accepting orders and accurately entering the work orders in our web application daily.
• Billing
• Print weekly reports; audit, last free day, 7 days w/o dispatch
• Enter empties, check list of empties
• Update fuel surcharges
• Check port system for on hold or ready shipments
• Make appointments, assist dispatchers or fill in as needed.
• Maintain cooperative and positive working relationships with customers, coworkers, vendors, and the business community.
• Perform various data entry tasks.
• Providing excellent, professional and timely customer service.
• Set appointments for drivers
• Create pin numbers in Port of Houston system for drivers
• Load building (military)  
• Ensure compliance with company policies, procedures, and regulatory requirements.
• Cross train to perform a variety of tasks as instructed by the manager.
• Complete and perform any other duties and responsibilities as assigned.

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 accommodation may be made to enable individuals with disabilities to perform the essential functions.

• The employee is frequently required to sit for long periods of time, stand, walk, climb, bend, squat, twist, pinch, reach overhead, grasping, turning the head and torso, flexing the arms, legs, balance, wrists, use fingers, talk, hear, and exercise eye-hand coordination and eye-hand-foot coordination.
• Lifting and/or moving up to 25lbs.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made, to enable individuals with disabilities to perform the essential functions. 

• This position will be working indoors in a climate-controlled, smoke-free office environment.
• The noise level in the work environment is usually moderate.

Benefits Package Includes:

Blue Cross Blue Shield Medical Health Coverage (both employee and employer contribution)

MetLife Supplemental Insurance Coverage:

Dental PPO Plan (Employee pays 100%)

Vision PPO Plan (Employee pays 100%)

Accident (Employee pays 100%)

Cancer (Employee pays 100%)

Critical Illness (Employee pays 100%)

Hospital Indemnity (Employee pays 100%)

Short Term Disability (Employee pays 100%)

Voluntary Term Life Insurance (Employee pays 100%)

Employer Paid Benefits:

100% Company Paid $25k Basic Term Life

100% Company Paid $25k AD&D

100% Company Paid LTD

100% Company Paid Profit Sharing (eligible after one year of service)

Employee Discounts

EAP – Employee Assistance Program

8 Paid holidays

Paid PTO on Birthday

10 days of PTO after one year of continuous service

Salary : $16 - $18