Logistics Customer Service Rep

Job Description

Job Description

ogan Transportation is a 100-year-old full-service, multi-faceted transportation company operating throughout North America with a tradition of unparalleled, personalized service to clients, utilizing first-class equipment and advanced technology.

The Customer Service Representative serves as the primary single-source contact for Hogan customers, soliciting freight to match current and future capacity in the region. Maintains accurate and detailed information of customers’ needs and constraints as they relate to the pick-up and delivery of products. Maximizes revenue by efficiently matching capacity and demand within the region. Strives for 100% on-time service and maximizes utilization of drivers and equipment while keeping deadhead within the company expectations.

Essential Duties and Responsibilities

• Maintains an accurate customer contact list.
• Inputs load information to be used by Fleet Managers and Drivers.
• Solicits freight to achieve capacity/demand balance and maximize revenues.
• Schedules and re-schedules loads as necessary to maximize efficiencies and revenues.
• Matches demand with current and future capacity in an area with consideration given to:

o Driver and equipment safety, including, but not limited to ensuring DOT hours of service issues are not compromised.

o Ensures operations are efficient and maximized.

o Maximizes available revenue to pick up and deliver freight by minimizing deadhead.

o Customer satisfaction by ensuring on-time pick-up and delivery

o Matches driver home-time needs with freight based on priorities allowing appropriate time and routing for equipment service and maintenance.

• Resolves any service issues that may arise with their customers to help ensure customer satisfaction and retention.
• Manages and monitors the progress of load pick-up and delivery to foresee any potential problems and intercede and make appropriate operational modifications, as necessary, to ensure customer satisfaction and maximize revenue.
• Communicates with Fleet Management as needed to ensure customer expectations are met.
• Communicates with the Customer Service Manager to keep properly informed of service concerns, volume changes, etc.
• Monitors and utilizes trailer pools, as appropriate.

• Other duties as assigned.

Requirements

• High school diploma or GED required, Associates degree preferred
• Proficient in Microsoft products including Word and Excel
• Proficient in AS400, EDI and Freight websites preferred