Customer Service Specialist

Position Summary

The Customer Service Specialist is responsible for handling freight claims data entry and follow-up, and the support of the day-to-day operations and execution of customers’ transportation programs. In addition to data entry, the Customer Service Specialist will have other responsibilities including responding to external and internal Customer Service inquires, load tendering, creation of shipping documents, shipment tracing, and auditing and processing of carrier invoices. This individual will handle all aspects of company- wide freight claims. Duties also include daily performance reporting, process mapping and improvement, revenue and cost management, and specific customer metrics reporting and management.

Essential Duties and Responsibilities

Duties include but are not limited to the following:

• Provide extraordinary Customer Service and accurate and detailed information to customers who contact eShipping

• Process customer shipments, changes, and invoices according to established department policies and procedures

• Handle freight claims in entirety

• Work closely with the accounting department to resolve invoice items and claims payments

• Provide timely feedback to the company regarding service failures or customer concerns

• Partner with teammates to support all Customer Service expectations

• Other administrative duties as assigned

Required Skills and Abilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Ability to work both independently and within a team.

• Ability to effectively interact with other employees of the organization

• Excellent Customer Service, time management, and prioritization skills

• Excellent oral and written communication skills in person and via phone

• Ability to understand, interpret, and explain complex issues and respond appropriately

• Ability to identify and quantify issues and formulate and evaluate potential solutions to solve problems

• Ability to multitask by researching information on a computer while speaking on the phone

• Ability to effectively utilize computer programs including Word, Excel, and Outlook

Minimum Education and Experience

• Previous transportation industry experience preferred

• Previous Customer Service experience preferred

Physical Demands and Work Environment

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This description reflects management’s assignment of essential functions; it does not proscribe or restrict the tasks that may be assigned.

• Physical Demands: While performing the duties of this job, the employee is regularly required to remain in a stationary position for at least 50% of the time. The employee needs to occasionally move about inside the office to access file cabinets, office machinery, etc. The general level of physical activity would be defined as sedentary. The employee is regularly required to operate a computer and other office productivity machinery, such as a calculator, telephone, copy machine, and printer. Some movements of the hands, arms, and wrists may involve repetitive motions. Specific vision abilities required by this job include the ability to detect, determine, perceive, identify, recognize, judge, observe, inspect, estimate, and assess various activities and surroundings.

• Cognitive/Mental Requirements: While performing the duties of this job, the employee is regularly required to comprehend and use basic language, either written or spoken, to communicate simple and complex information, ideas, and information. The employee is also required to use logic to define problems, collect information, establish facts, draw valid conclusions, interpret information, and deal with abstract variables for unique or unfamiliar situations. The employee must use problem-solving skills to formulate and apply appropriate courses of action for routine or familiar situations. The employee may be required to perform numerical operations including basic counting, adding, subtracting, multiplying, and dividing or more complex quantitative calculations.

• Work Environment: While performing the duties of this job, the employee is inside a central heat and air-conditioned office building. The noise level in the work environment is minimal.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of an employee. Duties, responsibilities, and activities may change at any time with or without notice.

eShipping LLC is an equal opportunity employer.