Address
Form of work
SalarySchedule: Friday, Saturday, and Sunday - 6:00PM-6:00AM & every other Thursday 6:00PM-6:00AM
What You’ll Do:
To solicit freight orders from a designated and assigned base of USX customers by fax, phone, e-mail, web based platforms and electronic data interchange and once received, enter the freight orders into the XPM New Order Management System for process and service.
· Consistently and continually solicit committed and non-committed freight orders from a designated and assigned customer base via a multitude of communication exchanges on a daily basis, commensurate with company and business level needs.
· Develop and maintain strong customer relationships to allow for the greatest opportunities in generating the highest level of freight order volumes.
· Continuously monitor all available communication exchanges of receiving freight load orders to accept available loads.
· Aggressively accept, pre-accept and enter all freight orders into the XPM New Order Management System.
· Work with all Planning Managers and Market/Customer Service Managers to maximize the amount of freight orders to accept.
· Partner with Capacity Team on securing ad hoc freight opportunities.
· Track and trace all active orders for current on-time status and proactively contact customers, providing them with shipment status. Seek alternate solutions with customers in the event of a service deviation, including change of pick up or delivery appointments.
· Keep customers informed of the status of deliveries, including in some cases updating of the customer web sites or EDI exchanges. Contact load planning and fleet management whenever it appears likely that USX may not meet a commitment to seek alternate truck assignment for the load or other solution to prevent service failure to customer.
· Record and notate customer complaints regarding freight orders. Remedy customer complaints regarding USX service to maximize customer satisfaction and for the CSRII level, attempting to resolve the issues to minimize escalation to the Market/Customer Service Manager.
· Interface with field Sales personnel to advise them on any feedback provided by the customer relative to our service, product offerings or, changes in their business levels with US Xpress.
· Trailer reporting process:
o Monitor trailer pools at customer facilities daily to ensure the customer has the specified number of trailers available for loading
o Monitor usage of trailer pools to ensure that trailers are being turned and utilized to the trailer pool expectations.
· Utilize booking tools to obtain data regarding booking averages and market trends
· Understand and communicate customer metrics internally
· Advise extended coverage or day shift on changes through regular updates on the CSR ShareDrive, Weekend Book, and Desk Book.
· May enter pick-up and delivery information specified by the customer into XPM Order Modification system or assign pickup and delivery window into XPM Order Modification system when customer does not specify appointment times.
What We’re Looking For
Education
· High school degree or equivalent experience preferred.
Experience
· Minimum of 2 years in freight scheduling, Customer Service, inside sales or fleet operations preferred; may consider other Customer Service, inside sales or sales experience outside the transportation industry.
Skills/Certifications
- Intermediate communication skills and common courtesy required; ability to exchange information effectively in a concise and logical way, and be sensitive to audience diversity. Intermediate level of tact and diplomacy when dealing with others and handling sensitive issues.
- Intermediate computer skills required; experience with Microsoft Office, Internet and applicable company specific applications.
- Experience working in a deadline driven environment preferred.
Supervisory Responsibility: none
Schedule: Friday, Saturday, and Sunday - 6:00PM-6:00AM & every other Thursday 6:00PM-6:00AM
Job Type: Full-time
Pay: $19.00 - $22.50 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible schedule
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Retirement plan
- Tuition reimbursement
- Vision insurance
Schedule:
- 12 hour shift
- Overnight shift
Application Question(s):
- What is your hourly pay expectation? (Failure to answer could cause a delay in response from the team)
- Are you willing to work this schedule: Friday, Saturday, and Sunday - 6:00PM- 6:00AM & every other Thursday 6:00PM-6:00AM ?
Experience:
- Customer Service: 1 year (Required)
Work Location: In person
