Position Summary
Performs Customer Service/Administrator functions regarding a specific or assigned number or assigned customers which could include regional, dedicated, or national accounts. Will work in conjunction with other internal departments to achieve territorial balance of capacity and freight while achieving high service levels. Will ensure all requirements are met companywide regarding customer expectations.
Reporting
Terminal Location: 2011 Ponderosa St., Portsmouth, VA 23701
Reports to: Terminal Manager
HR FLSA Status: Non-Exempt
Office hours: 8am - 5pm with afterhours engagement as required.
Hourly Wage is commensurate with experience.
Essential Functions, Job Duties, and Responsibilities
- Develop excellent working business relationships with assigned customers
- 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 any documentation needed for billing accessorial charges is provided to and signed by the customer and entered in the system for proper billing and driver pay
- Ensure all accessorial charges authorized by the customer are noted in the system
- Schedule pickup and delivery appointments with shippers and consignees on all customers moves
- Keep customer informed of all service failures or any other information throughout the booking and shipment process
- Ensure pickup and delivery expectations are documented on each assigned customer
- Generates Quotes
- Determine commitment levels with appropriate Sales Representatives
- Ensure you are at your workstation daily, on time and ready to implement your Start of the Day, Continuous Day, and End of the Day processes
- For Safety function, creates new employee file to include:
- (a) drug test paperwork
- (b) scheduled hire date
- (c) lease paperwork if any
- (d) scan all paperwork.
- Processes the driver into the lease (if any)
- Notifies drivers of any expirations and/or inspections due and follows-up
- Reviews written driver logs
- Assists with Accounts Receivables as necessary
- Assists with driver recruitment and driver retention as necessary
- Acts as back-up for all Team members in the office
- Learn and perform dispatch functions
- Performs all other duties or projects as assigned
Education and Experience Requirements
Experience Required: Minimum of three (2) years (five years is preferred) Customer Service or Customer Service Relationship experience required preferably in related industry; one two years of Intermodal Customer Service Representative preferred.
Minimum Skills, Knowledge, and Ability Requirements
- Must possess professional skills deemed necessary to interact with Customers on a corporate level including making on-site visits when warranted
- Ability to read and comprehend simple instructions, short correspondence, and memos
- Ability to write simple correspondence and to effectively present information to customers, clients, and other employees of the organization
- Ability to calculate figures, generate quotes, and basic math
- Ability to deal with problems involving several concrete variables in standardized situations
- Strong organizational skills; attention to detail
- Excellent computer skills: Microsoft Word, Excel, Outlook
Work Conditions, Physical and/or Mental Requirements
- Sedentary physical activity requiring reaching, lifting, finger dexterity, grasping, feeling, repetitive motions, talking, and hearing
- Visual requirement is for close vision, distance vision, peripheral vision, and ability to adjust focus
- 80% or more time is spent looking directly at a computer
- Employee is frequently required to stand, walk (or otherwise be mobile)
- Employee is frequently required to lift and carry a minimum of 15 pounds
- Ability to deal with stressful situations as they arise
Duties are primarily performed in an office environment. Minimal physical effort is required. Lifting and carrying requirements of up to 15 pounds. Occasional or frequent ability to move boxes from one location to another. These physical and/or mental requirements are not exhaustive, and additional job-related requirements may be added by the Company on an as-needed basis. Reasonable accommodations, where required by law, will be made to enable individuals with disabilities to perform the essential functions of this position.
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