Drayage Customer Service Representative

Job Description

Job Description

Scorecard

Company Core Values: Safety First, Teamwork, Commitment, Innovation, Creating Value.

Role: CUSTOMER SERVICE REPRESENTATIVE

Job Purpose (WHY): To provide exceptional customer service and ensure accurate scheduling, processing, and billing of drayage orders. The CSR acts as the primary liaison between customers, dispatch, and other operational teams, ensuring seamless communication, operational efficiency, and billing accuracy.

Outcomes - What success looks like

KPI

By 3 months

1. Master order auditing and billing processes.
2. Familiarity with dispatch operations and collaboration protocols.
3. Build relationships with internal teams (Dispatch, Accounting) and customers.
4. Resolve customer issues promptly.
5. Achieve proficiency in using TMS and company tools (Profit Tools, Microsoft Office, etc.).

·  95% of emails reply time within 20 minutes of receipt.

·  95% accuracy in order audits.

·  95% of pre-bills submitted on time.

·  < 5% dispute rate on billed orders.

By 6 months

1. Demonstrated consistency in managing order audits and billing processes with minimal errors.
2. Strengthen relationships with key accounts and internal departments to support collaborative goals.
3. Proactively identify and resolve potential billing or dispatch issues before escalation.
4. Provide suggestions for process improvements to enhance operational efficiency.
5. Manage incoming calls effectively to mitigate issues and enhance customer satisfaction.

·        Maintain 95% Perfect Order Performance

·        Ensure 100% of PODs are sent to customers within 1 hour of receipt.

·        50% increase in customer satisfaction score (measured via surveys or feedback).

·        90% improvement in dispute resolution rate.

By 12 months

1.        Establish a track record of excellence, recognized as a key contributor to the CSR team.

2.        Contribute to team success by mentoring new CSRs or refining best practices.

3.        Identify and implement improvements in customer communication and billing workflows.

4.        Strengthen customer retention rates by building strong working relationships.

5.        Expand knowledge of transportation regulations (FTA, FMCSA, DOT) to enhance professional competence.

·        100% compliance with billing timelines and processes.

·        < 1 hour average time to resolve customer inquiries.

·        Increase the % of business acquired from existing customers by 15%.

TOP 5 Responsibilities

1.     Order Auditing and Billing

2.     Customer Communication and Issue Resolution

3.     Documentation Management

4.     Cross-Department Collaboration

5.     Process Improvement

Skills, Traits & Competencies Required

1.     Communication Skills

2.     Attention to Detail

3.     Proficiency in Tools (TMS, Office, DrayDog)

4.     Time Management

5.     Customer-Centric Mindset

Development Plan

Competencies required

1.     Knowledge of Regulations (FTA, FMCSA, DOT)

2.     Proficiency in TMS Systems

3.     Process Improvement Skills

Action plan

1.     Provide training sessions on transportation regulations and compliance standards.

2.     Conduct advanced workshops on Profit Tools and report generation.

3.     Introduce Lean/Six Sigma principles to streamline operations and reduce errors.

Since our foundation, we have been driven by integrity, service, and diversity that is unmatched in our industry. We believe, that in order to achieve these lofty objectives, we must hire and retain only the most qualified and dedicated individuals who are willing to share and work to achieve our company's vision. Our status is dependent upon our ability to provide only the highest level of service to our customers, recognize opportunities, and react to the constantly evolving market conditions well ahead of our competition. Since we opened our doors, our mission has been to continue to earn a reputation worthy of being called one of the best.

Mission: To be the market leader in transportation and logistics!

Company Description

Since our foundation, we have been driven by integrity, service, and diversity that is unmatched in our industry. We believe, that in order to achieve these lofty objectives, we must hire and retain only the most qualified and dedicated individuals who are willing to share and work to achieve our company's vision. Our status is dependent upon our ability to provide only the highest level of service to our customers, recognize opportunities, and react to the constantly evolving market conditions well ahead of our competition. Since we opened our doors, our mission has been to continue to earn a reputation worthy of being called one of the best.\r\n\r\nMission: To be the market leader in transportation and logistics!