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Form of workJob Summary: Under direction of the Operations Lead this individual will perform various functions in the Truck Operations Department. The Operations CSR will support and be the communication channel for our operations, drivers & customers. The effective daily management of Customer Service, order tracking and driver dispatch are their primary focus. Independent and discretionary judgment is applied when presenting customer and driver solutions and communicating concerns to management.
Essential Responsibilities:
- Order entry of loads including all necessary information required for billing
- Schedule meetings and appointments
- Create and distribute reports to each department as required
- Make Customer follow-up calls
- Track & Trace equipment
- Direct and monitor execution of load tenders, customer web portal maintenance/updates.
- Coordinate with the Operations Lead to ensure high levels of Customer Service are met.
- Perform audits of service issues to ensure company performance goals are achieved.
- Work with Operations Lead to address customer and/or driver service issues.
- Compile, compose and deliver reports using Office tools such as word processors, spreadsheets, and databases and monitoring/managing various projects as requested.
- Problem Solving with customers and carriers for delivery of freight
- Handle High volume of e-mail; answering phones and comprehending quickly at high volumes
- Prior Customer Service experience preferred
- Prior Intermodal trucking experience preferred
- Independently evaluate emails and paperwork for distribution to departments
- Exercises discretion and independent judgment with regard to daily workload
- Works with employees and management team to attain company goals
- Consistently exceeds productivity standards for all assignments
- Performs other related duties as assigned.
Required Skills & Abilities:
- Be able to read, comprehend, count accurately, do simple math and write English legibly.
- Demonstrated interpersonal and Customer Service skills.
- Must be detail oriented
- Ability to Sell and Close New Business
- PC proficient with good working knowledge of MS Outlook and Word.
- Exceptional Excel abilities
- Be able to work cohesively as part of a diverse team.
- Ability to follow directions with emphasis on accuracy and quality control.
- Good communication skills including the ability to interface effectively with customers, vendors, drivers, and all internal departments.
- Ability to learn and utilize various software systems utilized to perform daily task.
Physical Demands:
- Sitting at a workstation 90% of the day.
- Use of a telephone, keyboard & monitor 90% of the day.
Work Environment:
- Office setting with controlled heating and cooling.
- Medium to high level of stress.
- Close proximity to other employees engaged in phone conversations. (medium to high noise level)
Required Education & Experience:
- High School Diploma or equivalent and 2 years of demonstrated office experience.
This position includes a 90 day orientation period during which time employee will receive feedback on their progress toward work related functions and goals.
