Logistics Customer Service

Job Purpose:

To provide customers with product and service information in a friendly and knowledgeable manner. Conflict resolution skills to resolve any problems that may arise with the customers, and the knowledge to know when the call needs to be handled by a higher member of management or a sales representative.

Duties and Responsibilities:

• Encourage new business opportunities with potential customers by answering product and service questions, suggesting logical information about other valid options for products and services.
• Opens customer accounts to include scheduling material pick-ups, and/or equipment drop-offs.
  • Obtain all the necessary information from customers upon start of service or change in service.
• Assist in the proposal process as it relates to potential new customers or a change in service for existing customers.
• Maintains customer records by updating account information.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Prepares product or service reports by collecting and analyzing customer information.
• Analyze customer information and needs to help make recommended solutions with potential products or services to management.
• Perform main line receptionist duties which include answering all incoming calls.
• Analyze driver routes and make suggestions on improving efficiency.

Job Training, Qualifications, and Requirements:

Candidates should also have experience in or willingness to learn dispatching procedures and functions, driver scheduling activities, effective routing procedures, problem-solving, and Customer Service. To perform this job successfully, an individual must be able to perform each essential duty, as defined herein, satisfactorily. The requirements listed below are representative of the knowledge, skills, and ability required.

Skills:

• Proficiency in Microsoft Word, Excel, and reasonable typing.
• Logistics and Scheduling skills and experience preferred.
• Ability to read, write, and interpret schedules; communicate on the telephone effectively with customers; communicate ideas and proposals both verbally and in writing.
• Ability to work with mathematical concepts and statistical data, plus apply concepts such as percentages, ratios, and proportions to practical situations.
• Ability to solve practical problems and deal with a variety of variables, along with an ability to interpret instructions furnished in written, verbal, diagram, or schedule form.