The Customer Operations Representative role is a facet of the customer service function that interacts with customers and carriers to ensure delivery of excellent service through fast and accurate response to inquiries, communication, and for ensuring that scheduled shipments are accurately and completely documented in our shipment tracking systems. Primarily, the Customer Operations Representative will be responsible for in-transit freight that the company has tendered and will handle any issue that may arise during transit of the freight. The Representative will verify that scheduled shipments are assigned tracking numbers, proof of deliveries (POD's) and billing the responsible party. Additionally, the Representative will handle a high volume of incoming calls from customers and will be expected to utilize the company database to document information, all while contacting a variety of stakeholders. The Customer Operations Representative may assume additional tasks that will enhance service to our customers. The Representative communicates with customers through a variety of means: by telephone, e-mail, regular mail correspondence, or fax.
Receiving and placing telephone calls to carriers to obtain information for previously scheduled shipments to ensure on time handling of customer shipments. This will entail working with the carriers to get pickup confirmations and PRO numbers that have not been gathered through our other system processes and handling their questions and concerns with speed and professionalism. Held accountable to meeting daily performance metric requirements. Performs data entry and uses software programs. Also may require research skills to trouble shoot customer problems.
Responsible for documenting and addressing shipment or transit issues alerted. All documentation will primarily be handled through the Guardian database. In addition to making any required changes or updates to the load and system, the Representative will also communicate all alerted information or shipment status updates to carriers, customers, and sales in a timely manner to prevent increased costs to the Company or the customer.
Receives inbound calls from carriers with shipment status updates from the Carrier Hotline and logs the pertinent details of the shipment. Also receives inbound calls from customers looking to book shipments, track freight or other customer related issues. Also monitors the "logistics" and "pickup status" Outlook email folders to gather real time shipment issues. The Representative will follow all department established protocol and escalate shipment issues as necessary. This includes manually dispatching shipments requiring a lift gate, containing hazardous materials or as required by carriers that do not utilize EDI. The Representative will also have primary responsibility for confirming pick-up and delivery information and tracking for every LTL shipment tendered by the company.
High school diploma or equivalent required
No experience necessary, will train. One year customer service experience is preferred
Excellent verbal and written communication skills with strong ability to communicate effectively via telephone and email
Strong time management and organizational skills, attention to detail, and ability to multi-task
Effective PC skills including working knowledge of MS Office Programs
Ability to work in a fast paced environment under pressure
Freight / transportation industry experience helpful
Ability to use phone and computer for 6 to 8 hours per day
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