Job Overview:

We are seeking a Customer Service Representative to join our team. The ideal candidate will be responsible for providing exceptional customer service and support to our clients with an initial focus on the warehouse side of the business and utilization of our warehouse management system. This role requires excellent communication skills and the ability to assist customers and teamates with their inquiries and concerns effectively.

Duties:

Customer Service

• Main point of contact and for Burd Brothers customers order entry and service needs
• Answering phone calls , emails and faxes from customers and providing them with: quote request, rate confirmations and shipment updates for past, current and future loads
• Coordinates shipments and provides customers with superior communication in regards to their shipments
• Assisting customers by maintaining communication during the shipment process
• Promptly handle customers concerns and complaints by obtaining and evaluating information to provide a resolution when pick-ups or delivery are running late
• Checking in with regular customers for shipments to see what they need for the day or if anything has changed
• Update all customers of any changes on Burd Brothers end: such as loads affected by weather, break downs etc.
• Receive and input orders through phone, fax and email in a timely and accurately manner – such as but not limited to: correct pick-up / delivery dates, correct bill to information, and reviewing orders to make sure rating is accurate
• Entering all information needed to handle the load to– such as but not limited to: skid/pallet count, weight, dimensions, PU#/PO#, appointment times and verification of company name address and who we are billing, dates, times, rates, locations, special information / requests, pick-up numbers and purchase order numbers and skids
• Enter order notes such as but not limited to: lift gate, pallet jack, driver assist. These all have to be in the order notes and require an extra charge
• Coordinating with dispatchers to schedule appointments for pick-up/delivery/hot-rush
• Updating dispatch on new loads like same day/hot rush shipments coming in and any changes on current loads and resolving any issues that may arise from such changes
• Being available for dispatch throughout the day to call customers to let our driver in, to hurry up and get our truck loaded or unloaded, inquiring PU#’s or any other issues

Billing

• Matching & auditing bill/ orders & BOLS and invoices in McLeod to ensure input accuracy
• Billing discrepancy resolutions and communicating order entry errors
• Invoice fulfillment and transmission to clients as per delivery criteria
• Scan BOLs into McLeod
• Store and batch original BOLs on a quarterly basis
• Mail out or email invoices to customers
• Enter warehouse bills from invoices into McLeod
• Enter payables and receivables for Cincinnati’s Best Brokerage in McLeod
• Provide support services to customers and other departments with the company
• Support collection calls and accounts receivable discrepancy resolutions
• Compiling and maintaining a list of customer email database in McLeod
• Answer phone calls and emails for invoice prices, PODs charge / rate information
• Enter invoices online for customers that require such auditing
• Contact customers via email and/or telephone to secure payment information, address disputes and provide backup documentation until full debt is closed
• Recognize errors through research. Document results and corrections for review by Controller
• Pull PODs from files for customers
• Maintain accurate files with all applicable correspondence

Qualifications:

- Strong phone etiquette skills
- Ability to communicate effectively
- Proficiency in analyzing customer needs and offering suitable solutions
- Prior experience in customer service is a plus
- Ability to work well under pressure in a fast-paced environment

If you are passionate about delivering exceptional customer service and possess the necessary skills, we invite you to apply for this rewarding Customer Service Representative position.

Job Type: Full-time

Pay: $16.00 - $17.00 per hour

Expected hours: 40 – 45 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Work Location: In person