Customer Service Representative

Job Description

Job Description

About Us:

Formed in 1924 Cowan Systems is a subsidiary of Schneider National headquartered in Baltimore, MD and enjoys a history of excellence and quality in the transportation business. Starting out as one man’s entrepreneurial spirit, has grown into six unique divisions that operate throughout the country. Today, Cowan’s state-of-the-art fleet has grown to 2,100 power units and 6,500 trailers operating out of 40 locations nationwide.

Due to continued growth, Cowan Systems, LLC is seeking the top talent in the industry to join our team.

Cowan Systems, LLC is a national truckload carrier that specializes in providing high quality dedicated fleet services for companies requiring first-rate performance. Cowan Systems offers dedicated fleet services which provide a customized transportation package designed to meet the specific needs of the shipper, such as specialized equipment, strict timetables, and custom reporting. Our 100% supply chain solution includes local and long-haul trucking services, brokerage, warehousing, and driver leasing.

Cowan is committed to providing a healthy, safe, and stable work environment that promotes individual success, equal opportunity for learning, and professional growth. In our family-oriented environment, we treat everyone with dignity and respect. Through the emphasis of our team-work philosophy, we maintain a balance between professionalism and the ability to have fun.

Our Mission:

At Cowan Systems, LLC our mission is to provide logistics and transportation services that create value for our clients, suppliers, employees, and owners. We pursue our work with diligence, intelligence, and a high regard for the safety of our employees, stakeholders, and the public.

Our Vision:

Cowan Systems is an industry leader and the carrier of choice because of our passion for service, best in class drivers, professional management team, commitment to safety, drive for innovation, and our culture of continuous improvement and quality excellence.

Our Values:

• Safety of our team drives every decision we make.
• An entrepreneurial spirit fostered by healthy work environments.
• Fiscal responsibility
• Exceptional Customer service

Cowan Culture:

At Cowan Systems LLC, our most valuable strength is our people – with diverse backgrounds and experiences we prioritize personal and professional development. We are a company that explores innovative ideas and encourages creativity. Our success is fueled by cultivating and inspiring our community through open & honest communication. Together, we provide exceptional service to our partners and our peers. Cowan is NOT defined by what we do as individuals, but who we are as a team.

The Customer Service Representative performs in a customer service and general administrative capacity for all departments in the operation. This role is key to the continued operational success which will provide overall support to the Operations teams, Terminals, and Sales.

Duties and Responsibilities include but are not limited to:

• Provide Customer Service support to include order entry, data entry in setting customer delivery appointments via various customer web portal accounts, emails, and phone calls.
• Email correspondence with customers with tracking of loads
• Acceptance or rejecting of loads based off what the operations has capacity to cover.
• Tracking of loads, assist fleet managers as to outstanding loads that would possibly cause detentions and assessorial charges, provide updates in TMW. – This includes checking boards periodically for loads that may have missed.
• Assisting Operations with daily tasks to support customer needs.
• Requesting initial accessorial charges with customers
• Scan and index paperwork (manifest, bill of ladings and associated receipts) if sent to you via email, you may be asked to reach out to shippers or consignees for paperwork.
• Alerting upper management and Sales if you are seeing a decline with loads for Customers or if a customer needs some additional attention due to problems or changes.

Skills & Requirements:

• Ability to work independently and professionally in a team-based environment.
• Extremely organized and detail oriented
• Exceptional customer service skills with the ability to build professional relationships via telephone and electronic communication methods.
• Strong communication (both verbal and written), problem solving, & decision-making skills.
• Ability to multitask and organize information to accurately update team on current account status and information.
• Previous transportation and or logistics experience preferred.
• Transportation platform (TMW, McCloud) experience would be a plus.
• Utilizing Microsoft Office (word, outlook and excel on a daily basis)

Employee Benefits:

• Hourly rate: $18-$20 per hour (Depending on knowledge & experience)
• Full benefits - Medical, Vision, and Dental
• Life, Short- and Long-Term Disability
• PTO (sick & vacation) and 401K