What are the responsibilities and job description for the Account Manager position at WESTERN FLYER EXPRESS INC?
Big Picture: The Customer Service Representative’s role is to provide Western Flyer Express customers with a Best in Class Customer Service experience by meeting and exceeding customer expectations relative to Service and Communication.
Essential Duties and Responsibilities:
- Responsible for understanding / managing customer freight commitments throughout the Western Flyer Express network
- Responsible for understanding customer service / communications expectations and proactively working with Load Planning and Fleet Management to prioritize the meeting of expectations
- Proactive communication with Western Flyer Express customer base
- Responsible for input and appointment setting/modifications of loads booked
- Maintain compliance with applicable company policies and procedures
Education and/or Work Experience Requirements:
- Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers
- Capability to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service; attitude should make customers look forward to dealing with Western Flyer even when the circumstances are not ideal.
- Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices
- Ability to seek and provide creative problem solving and conflict resolution
- Excellent computer proficiency (MS Office – Word, Excel and Outlook)
- 1 -2 years of Customer Service experience: 2 years (Transportation preferred, but not required)
Physical Requirements:
- Ability to successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards, as applicable.
- Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards, and company policy, as applicable.
- Must be able to talk, listen and speak clearly on telephone, and in person, sometimes in high energy/highly charged emotional situations.
