Customer Service Representative

Large, rapidly growing transportation company is now seeking a qualified candidate to fill our Customer Service Representative position. Minimum of 6-12 months in a truckload environment, High School Diploma; some college preferred. Come join our team and receive competitive pay along with excellent benefits.

Education:

High School Diploma; some college preferred

Requirements

6-12 months of experience in a truckload environment

Good data entry skills - accuracy important

Excellent work history with proven track record

Ability to work independently; take initiative and be a self-starter

Ability to plan and organize workload; flexibility to handle pressure and work with interruptions and meet deadlines; attention to details

Ability to handle multiple priorities

Ability to meet work processes deadlines

Willingness to learn and accept responsibility

Ability to work flexible hours as needed

Responsibilities

Obtains freight from customers based on account commitments, availability of equipment and customer rank.

Monitors high profile loads under dispatch and communicates progress to customers.

Reschedules any loads that are not under dispatch, communicating appropriately with customers on reasons for rescheduling load.

Based on information from driver and/or driver manager, contacts customer and advises of any delays in transit.

Solicits any additional freight at the direction of the area Load Planner.

Maintains a secondary broker list for contact (when customers cannot fulfill our needs).

Monitors potential customer problems that may cause retention problems and/or driver turnover as well as excess wait time or layover. Communicates any problems to management and sales.

Meets with Regional Operations Manager and area Load Planners to discuss balance needs, customers' concerns and opportunities.

Maintains and consistently updates customer contact sheet.

Maintains awareness of customer needs, requests and proactively follows up to insure that all required Epes personnel are properly informed and involved in the process of providing service.

Stays aware of new customer development (through information provided by Sales/Marketing) and helps coordinate efforts to attract desirable new business.

Communicates with Load Planner for opportunities or customer requests within their area.

Maintains knowledge of current balance issues to assist with customer load obtaining as well as directing destination.

Maintains knowledge of rate structure to ensure revenue sufficiency when necessary – become involved in OS&D handling through customer.

Charts service failures, enters same into AS/400 computer database and communicates any corrective action or course of action to customer. (Information may need to be obtained from Driver Manager.)

Monitors balance for next day to allow for any necessary adjustments. These adjustments may include contacting customers, obtaining assistance of power units from other areas or preplanning late equipment. All should be coordinated with Load Planner, or if necessary, with the Regional Operations Manager.

Demonstrates support to the Epes Transport System Quality Management System and its objectives, as applicable.

Any other duties as may be assigned.

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