Customer Service Representative

ESSENTIAL FUNCTIONS
Reasonable Accommodations Statement:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Essential Functions Statement(s):
• Processes a high volume of customer orders and change notices in an accurate and timely manner.
• Required to troubleshoot and check discrepancies of loads and products on the warehouse floor, verify and seal loads, coordinate trailers in the yard, and audit staged orders.
• Performs administrative duties such as data entry, word processing, filing, copying, and other general office organization, and housekeeping duties.
• Tracks orders placed and any special product or order requests.
• Answers and directs customer phone calls to all appropriate contacts.
• Supplies general information regarding the organization to the general public, clients, and customers.
• Answers incoming calls and makes necessary follow-up outbound calls.
• Researches and resolves customer issues.
• Processes and completes multiple types of forms.
• Writes, generates, and receives correspondence via fax, mail, and web contact.
• Documents phone calls and actions in the database.
• Troubleshoots situations accurately, quickly, and efficiently for customers on the phone.
• Responds to consumer, customer, and sales representatives’ telephone and e-mail inquiries professionally
• Organizes and keeps records of customer transactions, inquiries, complaints, comments, and actions taken
• Identifies, prioritizes, and resolves issues and escalates if necessary
• Reliable attendance at scheduled shifts.
• Performs all duties in conformance to appropriate safety and security standards.
• Performs all other duties as assigned or needed

 

POSITION QUALIFICATIONS
Competency Statement(s):
• Attendance - Ability to work the required schedule and arrive at work on time. Ability to work alternative schedules to accommodate the needs of the business.
• Communication - Ability to effectively communicate in writing and verbally with others in a courteous and professional manner. Ability to understand and follow verbal and written instructions. Ability to listen well and ask good questions. Ability to prepare reports.
• Mathematics - Ability to perform basic math (addition, subtraction, multiplication, and division) in all units of measure using whole numbers, fractions, and decimals.
• Language – Ability to read and interpret documents such as receivers, invoices, operating instructions, and procedure manuals. Ability to write routine reports and business correspondence.
• Diversity-oriented - Ability to work effectively with people regardless of their age, gender, race, ethnicity, religion, or job type.
• Relationship Building - Ability to establish and maintain effective working relationships with customers, co-workers, and management.
• Active Listening – Ability to actively attend to, convey, and understand the comments and questions of others.
• Productivity - Ability to maintain a level of production that meets or exceeds the established guidelines. Ability to work independently without interruptions.
• Paperwork - Completion - Ability to complete necessary paperwork neatly and accurately and according to established guidelines.
• Paperwork - Verification - Ability to verify paperwork necessary to ensure customers, Team Members and Corporate are receiving correct documentation and information.
• Detail Oriented – Ability to pay attention to the minute details of a project or task and prioritize tasks. Ability to handle multiple tasks/projects simultaneously.
• Analytical Skills – Ability to use thinking and reasoning to solve a problem. Ability to understand and interpret financial information.
• Organized – Ability to follow a systematic method of performing a task.
• Accountability - Ability to accept responsibility and account for his/her actions.
• Accuracy - Ability to perform work accurately and thoroughly.
• Adaptability - Ability to adapt to change in the workplace.
• Autonomy - Ability to work independently with minimal supervision.
• Safety Awareness - Ability to identify and correct conditions that affect Team Member
safety.

SKILLS & ABILITIES
• Education: High School Graduate or General Education Degree (GED) preferred.
• Experience: One (1) year experience in transportation control.
• Computer Skills: Intermediate computer or tablet skills; intermediate Microsoft Office skills (Outlook, Excel, PowerPoint, Word); SAP.
• Certificates & Licenses: