Coordinator, Customer Service II - TR

Job Description

Job Description

Reporting to the Transportation Manager, the Transportation Coordinator II is responsible for managing commercial projects, such as O&I Moves, Storage In/Out, Installation and Tech Jobs, while interacting with customers, end users, operations, and other vendors.  This position is responsible for entering, tracking, and updating work orders using both the WebPortal and the Order Entry System.  This position also confirms and converts work orders per policy and serves as gatekeeper for blue file projects. 

Primary job function requires exceptional customer focus while accountable for ensuring that products and services are delivered on schedule in accordance with the shipment agreement. He/she is responsible for providing written, and verbal communication to customers/end users regarding estimated and actual costs. 

Typically reports to the Transportation Manager but may be given direction from Sales and Project management via proposal assistance and compiling and forwarding information on all projects to the proper department and personnel.  Generates reports as required. 

This position is an associate level position. This position may participate in weekly team training. This position is also responsible for reporting and escalating any issues to their manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Main Duties:

• Receives work requests from customers and salespeople via phone, fax, email, and the Web Portal, verifies accuracy and completeness – obtains missing information if necessary.
• Takes ownership of customer relationship – ensures customer satisfaction with all transportation services to achieve a 100% quality rating.
• Communicates changes to customers, sales, and operations as they happen.  Documents changes and makes appropriate changes in WebPortal or Order Entry System.
• Utilizes “no-access” list to ensure delinquent customers are current after jobs are converted according to accounting policy.
• Enters orders in the Order Entry System, confirms and converts jobs according to policy.
• Makes check calls to all customers for next day’s work based on final day page.
• Produces Blue Files for Operations Manager including all documents such as signed agreements, cube sheets, copies of estimates, change orders, drawings, etc., etc.
• Produces paperwork for crews to perform daily functions on site including bills of lading, maps, timesheets, etc.
• Creates move files and keeps accurate hard copy records of projects.
• Completes all paperwork accurately and neatly and turns into operations daily, including timesheets, bills of lading, tick sheets, inventories, and disposal forms.
• Reviews all returned paperwork from the field daily for accuracy and completeness including all bills of lading, timesheets, VIR’s, safety huddles, change orders and communicates errors to management.
• Exports all crew hours in Order Entry timely and accurately daily.
• Makes copies of all paperwork and pouches to accounting in San Diego daily by 4:00PM.
• Communicates possible claims to claims manager daily.
• Coordinates all storage in/out with Warehouse Coordinator daily.
• Become proficient on the company’s chosen Contact Management Software (CMS) and Order Entry System.

Customer Relations:

·        Must follow all confidentiality rules regarding customer information.

·        Assist with client inquiries and answers client questions with regards to payment history/balance, account updates and customer service issues. 

·        Uses a high level of professionalism in verbal and e-mail communication, always seeking to be helpful, to focus on problem solving and arriving at a win-win interaction.

·      Maintain excellent customer service with the customers to establish solid relationships.

·        If needed, Handle customer complaints in a timely manner and escalate any pertinent matters to their manager.

·        Promote Corovan’s Mission and Vision Statements.

·        Must be courteous, helpful, and professional to all existing and potential customers, by interacting with customers in person and via telephone, fax, and email to ensure complete customer satisfaction in all matters related to the operation.

·     Maintain excellent customer service with the customers, vendors, sales, transportation, and operation teams to establish solid relationships. 

Training:

• Participates in ongoing training and may assist with training of new employees through cross-functional collaboration between locations.

·        Participate and may lead Six Sigma projects, as required to improve processes and efficiencies.

·        Promote Corovan’s Mission and Vision Statements.

·        Continuously promotes compliance with company policies and procedures.

Safety:

·        Ensure the highest standards of safety, productivity and customer service are exceedingly daily.

Other Duties:

·        Adhere to meal and rest periods per Company policy.

·        Other duties to meet business needs and requirements as assigned.

·        Works with confidential data, which, if disclosed, might have significant internal or external effect.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

COMPETENCIES:

1. CUSTOMER SERVICE – Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
2. TEAMWORK – Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.

3.      ORGANIZATION SKILLS – Organization skills with ability to juggle multiple assignments and tasks, including attention to details, and the ability to prioritize in a changing environment. Excellent time management skills.

4.     INTERPERSONAL SKILLS – Strong interpersonal (verbal and written) communication skills, positive attitude, flexibility, and an eagerness to learn new things.

5.     LANGUAGE SKILLS – Ability to read and interpret documents written in English such as manuals, procedures, and work instructions. Ability to effectively communicate well with customers and coworkers.

6.     MATHEMATICAL SKILLS – Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

7.     REASONING ABILITY – Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

8.     COMMUNICATION SKILLS – Ability to effectively communicate with potentially stressful and/or emotional situations. Outstanding customer-oriented skills.

9.     OTHER SKILLS :

a.     Exceptional problem solving and decision-making skills.

b.     Ability to multitasking and able to meet deadlines.

c.      Excellent customer service skills and interpersonal skills.

1. Proven ability to work effectively in a team environment with associates. Capability of effective planning and priority setting. Ability to manage several complex projects simultaneously while working under pressure to meet deadlines.

e.     Excellent analytical ability.

f.       Must be detail oriented.

g.     Familiarity with six-sigma or other quality improvement processes.

h.     Ability to handle and safeguard sensitive and confidential information.

i.       May be familiar with the O&I move process and understand the move labeling and directional signage.

j.       Possess prioritizing, time management and organizational skills.

EDUCATION and/or EXPERIENCE:

Required:

·        BA/BS degree or High School Diploma (or GED) in Business Administration; or a combination of education and equivalent experience.

·        Minimum 4 years’ experience in related industry experience and/or training.

·        Proficient MS Excel knowledge.

·        Proficient in MS Office applications.

·        Expert knowledge of Microsoft Office Suite.

·        Valid California driver’s license and driving record that meets the company’s insurance carrier requirements.

Preferred:

·        Service industry experience highly desirable. 

·        Experience with process improvement teams.

PRIMARY LOCATION:

San Leandro.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Individuals are required to be able to sit or stand for long periods as needed throughout the day.

1. Walking: May require walking primarily on a level surface but may include walking on uneven or inclined surfaces for lengthy periods throughout the day, often up and down stairs.
2. Handling: Seizes, helps, or works with hands.
3. Lifting: Proper lifting techniques required. May include lifting up to 25 pounds of boxes when needed.
4. Reaching: Extends hands and arms in any direction, reaching above shoulder heights, below the waist or lifting as required.
5. Standing: Remains in standing position if required to perform various functions of the job.
6. Stooping: Bends body downward and forward by bending at knees or waist.
7. Vision: Reads paperwork and records on the computer.
8. Talking: Communications by phone and in person.
9. Sitting: Required to sit at desk. Sit for long periods of time.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. This list is not all inclusive.

1.     Temp/Weather: Works in either 1) Office environment – for the most part ambient room temperatures, lighting, and traditional office equipment, or 2) Warehouse – may be exposed to cold temperature, or 3) Outside – may be exposed to wet and/or humid conditions, outside weather conditions and extreme cold.

2.     Noise: Works in office, warehouse or outside environment, with constant or intermittent noise.

POSITION TYPE/EXPECTED HOURS OF WORK:

1.     This is a full-time, non-exempt position.

2.     Employees may be required to work late evenings or weekends depending on the business needs.

3.     All Overtime must be approved by manager after working.

TRAVEL:

None.

AAP/EEO STATEMENT:

The Company provides equal employment opportunities to all employees and applicants for employment activities and prohibits discrimination and harassment of any type, based on their actual or perceived: race, religious creed, color, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status (including registered domestic partnership status), sex and gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity and gender expression (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), age (40 and over), sexual orientation, Civil Air Patrol status, military and veteran status and any other consideration protected by federal, state or local law (collectively referred to as "protected characteristics").

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

REASONABLE ACCOMMODATIONS:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.