Customer Care Operations Support (DTW)

Overview

At Xpress Global Systems (XGS), we are Delivering a World of Difference, One Truck Load at a Time. As the EMPLOYER OF CHOICE, are looking for a hardworking, intelligent person with a relentless dedication to safety, quality, and customer service to join us as a Customer Care Operations.

Provide administrative and customer service support to Service Center Operations. Respond to internal and external customer inquiries; assist will call customers; prepare operations reports and perform systems data entry, with the ability to be a part of a fast-paced team environment, where there is a strong emphasis on quality of service/multi-tasking, accountability, and conflict resolution, and being a part of a dynamic culture in a progressive industry.

Responsibilities

• Provide administrative support to Service Center Operations.   Perform clerical functions including answering phones, making copies, data entry, and general correspondence.    
• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Must adhere to XGS Customer Rules to create customer centric approach in all that we do.
• Respond promptly to customer inquiries.
• Will be required to adhere to pre-determined quality guidelines.
• Acknowledging and resolve customer complaints.
• Warm Transfer calls to other departments; identify and connect callers with appropriate company resource.
• Communication with external and internal customer questions and requests.  Interface with customers via telephone, e-mail, web, and in person.   
• Interface with customers regarding routes, deliveries, and pick-ups.   May schedule driver appointments and assist in driver route assignments.  May dispatch drivers as needed.   
• Assist will-call customers in picking up freight.   
• Assist in ensuring compliance with OSHA, Department of Transportation, and Federal and State regulations.
• Perform data entry and prepare standard reports.   
• May assist in loading or unloading freight.
• Ability to work on XGS site while performing essential functions.
• Other duties as assigned.

Qualifications

PREREQUISITE KNOWLEDGE, SKILLS, AND EDUCATION:

• 1-3 years Clerical Experience, preferably in the transportation industry
• Warehouse and WMS experience preferred.
• AS400 experience preferred.  
• Dispatching experience preferred.
• Forklift certification a plus
• Computer literacy required.

PHYSICAL AND MENTAL REQUIREMENTS:

• Consistently maintains excellent personal attendance records.
• Sit for long periods of time.
• Manual dexterity to operate a computer and other office machines.
• Clear and understandable speaking voice for the purposes of telephone communication.
• Climb stairs.
• Occasionally stoop, kneel, or crouch.
• Correctable vision and hearing.

We are a company that stives to bring our people together for open collaboration, development and growth, regular celebrations while supporting and building stronger communities in which we serve.

ENVIRONMENT

Most work is conducted in a comfortable office environment but exposure to site conditions may also occur. Personal protective equipment must be worn in all areas as required.  Although the work usually is not considered inherently dangerous, must be careful while performing onsite services.

This job description is not intended to be all-inclusive, and the employee will also perform other reasonably related business duties as assigned by immediate supervisor and other management as required.  XGS reserves the right to revise or change duties as the need arises.  This job description does not constitute a written or implied contract of employment.