Customer Service Representative

GENERAL SUMMARY: Manage and perform duties relating to maintaining and developing customer relationships. This position requires regular contact with driver managers and load planners and reports to the Director of Customer Service. An effective Customer Service Representative displays outstanding Customer Services skills, exercises critical thinking skills, and exhibits sound judgment to make effective decisions under pressure. Customer Service Representatives must also promote a system’s thinking approach to problem solving.

Customer Service Representative

• Manage daily customer relationships and secure third-party freight when necessary.
• Develop and maintain excellent working relationships with current DHTC customers.
• Follow up with customers to ensure resolution of issues and satisfaction of service.
• Manage freight bookings to fully utilize available capacity and collaborate with load planners to determine/manage actual capacity.
• Provide prompt, courteous, professional written and verbal communication with current and potential customers.
• Communicate with management regarding potential new business with current and prospective customers.
• Communicate with management on the state of the relationship with the assigned customer base.
• Timely and accurate data entry.
• Coordinate with other members of the operation’s team if required to resolve customer issues.
• Provide track and trace for customers as needed.
• Manage drop trailers at pool locations.
• Confirm delivery appointments, special instructions, and directions as needed.
• Report all potential and actual service failures to the supervisor.
• Proactively communicate actual and potential changes in customer requirements.
• Book only freight that complies with company policies regarding: driver unloading, commodity, rates, customer credit worthiness to ensure continued compliance with all local, state and federal laws and regulations.
• Minimal direct interaction with drivers.
• Other duties as assigned.

Requirements:

• Considerate and professional behavior in all communication.
• Ability to thrive in a fast-paced environment that requires multi tasking ability.
• Basic familiarity with Microsoft Word, Excel, and Outlook is helpful.
• High school diploma or equivalent required. 2 or 4 year degree a plus.
• Minimum two years of Customer Service Representative or transportation experience preferred.
• Ability to work Monday-Friday days from our Cedar Rapids office.

Job Type: Full-time

Pay: $55,000.00 - $62,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 2 years (Required)

Work Location: In person