Customer Experience Specialist

Job Description

Job Description

SUMMARY

The Customer Service Representative position is to strengthen and enhance the growth and stability of Warren. Implementation of sound marketing and customer service principles to develop and service customers in accordance with company and department quality, sales, utilization, and profit objectives. Also serving as liaison between the customer and Warren.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Provide professional, courteous customer service by serving as liaison between customers and Warren operations.
• Respond to customer requests for service, providing information, accurately entering load information into computerized system.
• Communicate with customers about delivery/pick up times, changes to load status, and set appointments for drivers, and find resolutions for all issues pertaining to the shipment.
• Build and continually develop relationships with customers.
• Daily calls with customers to increase revenue and strengthen relationships with customers.
• Responsible for tracking and tracing loads from before pick up until delivery completion.
• Recognizing and tracking of high priority loads/lanes and escalate delays or problem areas as needed, including pass off of high priority shipments to the after-hours team.
• Bring solutions to the table for covering loads; know when to escalate loads to get them covered.
• Frequent, accurate, and timely communication with internal and external customers.
• Follow up with customers to ensure all proper paperwork has been submitted.
• Communicate successes while soliciting more business from each customer.
• Promote and sell Warren service to active customers, serving as liaison between customers and Warren operations.
• Maintains accurate records, researches and develops accounts, and reports on account activity.
• Works with internal and external customers to ensure loads are completed from tender to payment.
• Communicates with department Manager to assess and distribute current information on the development and needs of customers.
• Performs other duties, tasks, or responsibilities as assigned.

EDUCATION & EXPERIENCE

• Excellent customer service and interpersonal skills
• Strong sales and negotiation skills
• Excellent time management and organizational skills
• Detail oriented
• Driven by results and productivity
• Strong work ethic and sense of integrity; trustworthy
• Excellent verbal and written communication skills
• Ability to collect, track, and analyze data
• Ability to adapt and problem solve when under pressure or faced with adversity
• Assertiveness and confidence
• Ability to balance multiple tasks at the same time and meet deadlines
• Knowledge of MS Office (Word, Excel, Outlook)
• Must be able to demonstrate a proactive commitment to Warren corporate values and the success of all staff.
• Preferred: Four year college degree from an accredited institution, or equivalent

WORKING CONDITIONS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Constantly in a stationary sitting position and occasionally will move around.
• Constantly operate a keyboard and mouse and constantly utilize a computer monitor(s).
• Constantly conversing with internal and external customers in person or via a phone system.

The essential functions of the role depend on in-person oversight, coaching, and real-time collaboration with management and operations staff. Remote work would remove the employee from direct supervision and eliminate the immediate coaching, escalation support, and call monitoring that the position requires. Because these functions are essential to the role, and remote work would not allow the employee to perform them effectively, working from home is not a reasonable or effective accommodation.

EEO STATEMENT

Warren Transport is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age (40 or older), status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.