Customer Service Administrator

Outline – The primary objective of the Customer Service Administrator is to facilitate success for the company and customers, ensuring the delivery of exceptional customer experiences. This role involves completing and managing day-to-day operations of Customer Service, cultivating a positive and efficient work environment, and implementing strategies to enhance customer satisfaction. This role will also learn how to and help to support scheduling and dispatch operations as needed. The role will have growth opportunities including, but not limited to, preparation to lead a team of operational focused employees (i.e. Customer Service and schedulers), monitoring performance metrics, and collaborating with cross-functional teams to drive continuous improvement in service delivery. Success in this role will demonstrate strong leadership skills, a deep understanding of Customer Service principles, and the ability to drive results in a dynamic and customer-focused environment.

Responsibilities –

· Understand and complete duties of Customer Services

o Answer all internal and external forms of communication

o Respond to all customer requests via email in a timely manner

o Eliminate recurring problems with freight shipments

o Satisfy all customer requests

o Communicate with customers on timing for pick up and deliveries of individual containers

o Communicate with each terminal to check containers on hand to confirm that Calhoun is not being charged to hold onto any container at one of our sites

o Notify customers of any status changes to deliveries

· Support scheduling and dispatch duties as needed for operations including, but not limited to, coverage for overflow and absence of other operations team members

o Knowledge of proper safety practices, delivery areas, steamship lines, rail yards, chassis pools, and possible charges associated with non-compliance

o Operate dispatch software and update efficiently

o Driver relations/communications for regular business and emergency assistance

o Communicate effectively with driver support to ensure efficient handling of driver needs

o Time-appointment setups and delivery notifications

o Timely paperwork for invoicing, driver settlements, and updates

o Hold drivers accountable for needed paperwork before dispatching future loads

o Work with technology to ensure effective dispatch systems

o Review each transport that will be made by drivers to maximize revenue

o Minimize rescheduling of movements of each truck and solidify schedule

o Minimize the rental of chassis for the use of transporting loads from one location to another for customers

o Create proper schedules to reduce storage fees and moving containers prior to delivery to the customer

o Maintain metrics on information as established by manager

o Confirm truck permits are up to date with Regional Managers and assisting with ordering new permits as applicable

o Working with customers on equipment releases for moving containers

o Work closely with drivers on their current status and inform customers and team members of driver availability

o Constant communication with Calhoun drivers to ensure the necessary information is in place to determine return locations for both empty and loaded containers to mitigate any additional cost

o Monitor all problems with billing to customers on jobs that have been completed

o Confirm drivers are properly using phone and tablets when delivering loads

o Track drivers hours of service to confirm drivers are not exceeding maximum hours of driving

· Promote safety in its application from the role of Customer Service

o Stay mindful of safety values of company to ensure customers are abreast of safety plans for drivers

o Understand the role of Customer Service and the effect on driver safety, public road safety, etc.

· Be an effective member of the Calhoun Truck Lines Team

o Comply with all company policies and expectations, laws, and regulations

o Develop and maintain proficiencies with all systems, websites, software, and other technologies needed to complete position duties

o Adhere to Calhoun’s values of safety, communication, teamwork, commitment, and accountability

o Be a strong, positive leader of fellow team members by example with a positive attitude, and eagerness to improve individually and as a team

o Maintain good attendance, and appropriate in-person attendance

o Communicate clearly, often, and effectively with supervisor and other team members

o Perform to the best of your abilities and miscellaneous duties as needed

Job Type: Full-time

Pay: $55,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Hybrid work
• Office

Ability to Relocate:

• Eden Prairie, MN 55344: Relocate before starting work (Required)

Work Location: Hybrid remote in Eden Prairie, MN 55344