Customer Service Associate

Title:Customer Service Associate

Duration:6 months(possible extension0

Location: Springdale,AR

Shift timings: Night shift is dependent upon how the supplier’s pay week runs on whether there will be OT involved. The schedule is: 1800-0600 (6 pm – 6 am) (every other Saturday) Sun-Mon-Tues or Wed- Thurs-Fri (every other Saturday).

1 week 36 hours, 1 week 48 hours.

Training will be 1 week of Mon-Fri 0800-1700 (8 am – 5 pm) for training upon starting.

Job description

SUMMARY: The Customer Service Associate CSA has primary responsibility for managing the relationship between the carrier, customer and sales groups with respect to their assigned accounts. The CSA manages this relationship by becoming intimately familiar with the customer’s organization, product needs processes and procedures and partnering with the Sales team to provide the highest level of Customer Service to all accounts. This position will be a ‘floating/fill in’ position for a couple of different shifts/schedules (nights/early mornings) including some weekend coverage as needed.
FULL DESCRIPTION:

• Serves as the primary contact between Supply Chain and the assigned external customers.
• Responsible for all aspects of the relationship including analyzing incoming emails and determining a prompt resolution.
• Establishes and maintains positive, effective relationships with key internal contacts; UTILIZES SEVERAL DISPATCH SYSTEMS (TES, LME, FOUR KITES, OTR) AND EXTERNAL SCHEDULING SYSTEMS (RETAILIX, RETAIL LINK, UNFI, ONE NETWORK, etc) TO PROBLEM SOLVE FOR ALL BUSINESS UNITS;
• Maintains knowledge of all internal policies procedures and software applications;
• Maintains knowledge of external customers' organizational structure, procedures, and all other pertinent information
• Utilizes available resources to identify the most cost-effective solution to best service the needs of the customer;
• Identifies and implements creative solutions to resolve issues that negatively impact any aspect of the delivery process, to positively represent, their relationship with its customers and accurate delivery of products to external customers.

REQUIREMENTS:

EDUCATION: Bachelor s degree or equivalent work experience in transportation or logistics
EXPERIENCE:

1- 3 years of business experience COMPUTER SKILLS: Proficient with MS Office applications required; majority of business is conducted via email up to and possibly exceeding 300 per day. COMMUNICATION SKILLS: Strong written oral and interpersonal skills; Conflict Management skills; Ability to multi-task; Positive attitude; Problem Solving skills; Negotiation skills