Customer Service Representative (5P-2A M-F)

The roles and responsibilities of a Jones Logistics Customer Service Representative are as follows:

• TMW: CSR’s and CSM’s will be given specific drivers to update daily in TMW. TMW will be required to be updated every day for the previous day’s work. This means Monday TMW will be completed by Tuesday end of day. If you cannot complete your TMW assignment, you must let your CSM’s know as soon as possible to avoid disciplinary action.

• A request comes in from Generac, the CSR responds immediately to the email and puts the request on the Q schedule in the appropriate section, making sure that Dispatch has all the needed details, door number, trailer number, live load, ready time, etc. Dispatch assigns the pull to a driver and provides them with door number, trailer number, etc.

• Q Schedule needs to be updated as soon as a request comes in; once the request is put on the Q, it will provide a time stamp of when the request was received. This will ensure the dispatch team knows how quickly any load will need to be dispatched. This needs to be color-coded properly to know where the driver is being dispatched from.

• Trailers: You will be responsible for assisting the customer on locating a specific trailer if requested. You will be trained on how to use our trailer tracking programs. This may include tracking the position history with date and time stamps as well as tracking each location it has been to.

• Yard Checks will need to be completed as per customer set guidelines. JDC one yard check in the am, WWDC two yard checks per day, Jefferson both locations one yard check. These yard checks will need to be accurate for our customer to use in their day-to-day operation.

• Chain of Command must be followed to ensure consistency across the board. CSR’s will report to their respective CSM’s and the CSM’s will report to their Operations Manager, the Operations Managers will report to their Director of Operations.

• CSR’s will be responsible for gathering all BOL’s and paperwork together to provide to or receive from Drivers picking up or delivering to the CSR’s locations.

• CSR’s will be responsible for assisting Drivers with the following: Trailer locations, Trailer Numbers, BOL’s and all related paperwork, etc.

• CSR’s will be provided with a scanner. CSR’s will be responsible for collecting all POD’s that are turned in at their locations and scanning them into the system. CSR’s will also assist Generac employees requesting POD’s.

• Weekend work will be on a rotating basis, if you are scheduled to work but need to be off it will be your responsibility to secure coverage to your shift. There will be a weekend schedule created three months in advance, which lists, who is working at what location and what shift they will be working. Also included is any contact information.

• Drivers will often times need to fill out forms or collect paperwork from the CSR’s and also fill out request off forms. Those will then be sent to for approval by management.

• The main focus for the CSR is to ensure customer satisfaction is kept at an absolute high every day. You are the first line of defense for the customer, and it is your responsibility to ensure they are taken care of.

Job Type: Full-time

Pay: $40,000.00 - $45,000.00 per year

Benefits:

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

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Ability to commute/relocate:

• Whitewater, WI 53190: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Have you ever been convicted of a felony?
• We ask that all of our applicants complete a Career History Form. Please click the link to access the form. https://jolo.formstack.com/forms/career_history

Work Location: In person