As the Customer Service Representative 1, you will be responsible for handling hundreds of incoming customer service telephone inquiries from external and internal customers. You will organize and schedule shipments for customers, transfer information to the Company’s internal system, and distribute revenue based on agreements and contracts. To excel in this role, you must have strong written and verbal communication skills.
Receive, and follow through to completion, incoming customer service inquiries. These inquiries include, but are not limited to, tracing shipments; scheduling pickups and deliveries; problem resolutions; Over, Short, and Damaged (OS&D) inquiries; pickup system inquiries; and appointment scheduling for residential deliveries. Refer customers to respective service centers for follow-up as needed. Process roll over calls from service centers that are beyond administrative capacity. Serve all customer inquiries with excellence. Utilize a variety of software tools to navigate customer accounts, research and review policies, and communicate effective solutions in a fast-paced environment. Learn and utilize the National Motor Freight Classification. Prepare accurate quotes for customers and build estimates for potential shipments. Answer simple billing inquiries and make Freight Bill Corrections (FBCs) as needed. Educate customers on the Company’s technology (including the external website) and customer service enhancements. Maintain legible and organized records/notes and complete required paperwork in a timely manner. Retrieve and fax/email imaged documents and handle general administrative tasks for the Sales Department. Monitor website, email, and voice messaging systems for customer service opportunities as assigned.
To qualify for this role, candidates must have at least 1 year of customer service experience, either face to face or over the phone. A High School Diploma or GED is required.
Preferred candidates will have 2 years of customer service experience, either face to face or over the phone, and previous experience in the transportation industry.
Work Shift
First Shift
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