Customer Operations Specialist

Job Title

RESPONSIBILITIES

Customer Account Administration: Solicit customers, enter all customer loads into system, and build relationships with all customers, shippers and consignees. Communicates with customers via email, telephone, fax etc. Identifies and corrects deficiencies with customer orders. Assists sales managers with assigned accounts. Tracks transportation when needed (i.e., delivery time, pick-up time, etc.). Analyzes daily/weekly queries and reports related to customer accounts. Maximize negotiated rates with all customers; communicate all service needs with sales, driver managers, and drivers.

Order Processing: Make sure all customer window times, directions, phone numbers, billing information, and all other data needed to perform customer loads properly are entered into our system. Manage customer on-time pick up and on-time delivery. Enters standard business orders by receiving order via email/telephone/fax. Handles special customer-specific documentation needs. Reviews orders for errors. Logs all incoming faxed orders.

Order Issue(s) Resolution: Analyzes issues with orders using Order User Hold Report. Resolves issues by communicating with other departments regarding customer needs. Revises orders when needed. Releases resolved orders. Processes RMAs.

Equipment Utilization: Book enough business to hit utilization numbers needed to make company plan, minimize deadhead on all trucks, manage trailer pools as needed.

Policies and Procedure Management: Ensure all DOT safety rules and hours of service policies are followed as well as all company policies and procedures.

EDUCATION AND EXPERIENCE

High School Diploma. 1 year working with public (pre. customer service or food service). Computer skills - Microsoft Windows, MS Office (especially Excel). Computer entry experience valuable, but not required.

KNOWLEDGE, SKILLS, AND ABILITIES

Carefulness. Cooperation. Customer Service Orientation. Sociability. Striving. Teamwork. Work Discipline. Good communication skills. Quick learner. Ability to prioritize. Multi-task oriented. Proactive.

SUPERVISORY RESPONSIBILITIES

Direct: None. Indirect: None.

PHYSICAL REQUIREMENTS AND WORKING CONDITIONS

To perform this job successfully, the physical demands listed are representative of those that must be met by an employee. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job:

The employee must be able to remain in a stationary position 50% of the time whether that be sitting or standing. The employee must be able to use fingers to constantly operate a computer or other type of office equipment. The employee in this position must be able to regularly walk. The employees must be able to use hands to handle and feel. The employee must be able to reach with both hands and arms. The employee must be able to visually detect, perceive, or recognize in near and far distances. The employee must be able to converse or convey with other individuals. The employee may occasionally be required to bend, crouch, or crawl in tight knit spaces, such as under desks to make equipment connections. The employee may occasionally have to climb latters and be exposed to heights (i.e.: rooftop). The employee may occasionally lift/carry items as heavy as 60 pounds. The employee must be able to work outside in various weather conditions (i.e.: rain, snow, heat).

JOB COMPETENCIES

Ethics/ Integrity/ Trust. Attitude and Commitment. Diversity. Customer Service - Company Engagement. Quality. Cost Consciousness.

Other

Responsible for monitoring, record keeping and taking appropriate actions for specific Food Safety Plan and Food Quality Plan and pre requisite program requirements. Responsible to report food safety and quality issues to management.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.