CUSTOMER SERVICE REPRESENTATIVE

Job Purpose

To deliver exceptionally efficient and effective customer service while working with all resources, personnel and tools available.


Duties

      • Develop excellent working business relationships with assigned customers.
      • Determine commitment levels with appropriate Sales Representatives.
      • Manage bookings for customers based on Driver Manager or Supervisor direction and daily dynamics.
      • Solicit freight per Driver Manager or Supervisor’s daily direction.
      • Determine drop pool expectations for assigned customers if appropriate.
      • Monitor pools to ensure expectations are being met between the Company and the customer.
      • Ensure contacts are noted on account location screens.
      • Ensure pickup and delivery expectations are documented on each assigned customer.
      • Schedule pickup and delivery appointments with shippers and consignees on all of your customers ‘moves.
      • Monitor customer shipments per customer expectation to ensure on-time service daily.
      • Keep customer informed of all service failures or any other information throughout the booking and shipment process.
      • Manage trailers daily to ensure Driver Manager or Supervisors know where trailers are best utilized.
      • Ensure assigned customer has a profile and Driver Manager or Supervisors are trained on customer expectations.
      • Ensure all accessorial charges authorized by the customer are noted in Appgen.
      • Ensure any documentation needed for billing accessorial charges is provided to and signed by the customer and entered into the system for proper billing and driver pay.
      • Acquire yard checks at each assigned customer location a minimum of twice weekly if needed.
      • Assist in calling brokers and backhaul customers as needed per the Driver Manager’s, Supervisors’ or Operations Manager’s direction daily.
      • Enter all loads into the system upon receipt of work order or knowledge of the load and put them on the proper dispatch board.
      • Ensure scheduled appointments are reflective of expected transit time.
      • Always represent the Company as a customer service professional and be the customer’s advocate internally.
      • Manage reports daily such as NOA Report and Missing Docs Report.
      • Assist Driver Manager as needed.
      • Other duties as assigned.

Qualifications

Education / Training:

  • High school diploma.

Experience:

    • 2+ years customer service experience.
    • 2+ years experience in the Transportation industry.

Knowledge, Skills and Abilities:

      • Knowledge of Intermodal or Domestic freight movement.
      • Strong interpersonal and communication skills, both verbal and written.
      • Ability to work with all team members to include Management, co-workers, customers and drivers.
      • Ability to work within standard processes and procedures.
      • Ability to work with standard office equipment including copiers, faxes, PC’s, etc.
      • Strong analytical and problem solving skills.
      • Excellent time management skills.
      • Advanced computer skills including working knowledge of Microsoft Suite programs such as Word and Excel.

Physical Demands:

      • Office environment.
      • Telephone usage 2 - 6 hours per day.
      • Data entry 4 - 6 hours per day.
      • Long periods of sitting at work area, up to 8 hours per day.
      • Long periods of working on a computer, up to 8 hours per day.

 

Reports to: Operations Manager or Supervisor      

Department: Operations

Work Schedule: Monday through Friday, 8:00 am to 5:00 pm, on call after hours.

Full time: X          

Permanent:  X

Pay: Salary (Non-Exempt):   X

 

Pay rate: Industry competitive, relevant to experience, knowledge, skills and abilities.

Don't See an opening that you want to apply for, but want to let Empire know you are interested?

Email your resume to: apply@emtl.com

THIS EMPLOYER PARTICIPATES IN E-VERIFY

This employer will provide to the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization.  If the Government cannot confirm that you are authorized to work, this employer is required to provide you written instructions and an opportunity to contact SSA and/or DHS before taking adverse action against you.

In order to determine whether Form I-9 documentation is valid, this employer uses E-Verify’s photo screening tool to match the photograph appearing on some permanent resident and employment authorization cards with the official U.S. Citizenship and Immigration Services’ photograph.

For more information on E-Verify, please contact DHS at:      1-888-464-4218


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