Customer Service Representative

Position Overview

Communicate customer delivery needs and appointment dates/times, quote rates to customer and relates service requirements to dispatchers.

Important Job Functions

• Receives/schedules all delivery orders and requests from customers and must exercise discretion and use independent judgment when relating customer requests, schedules and informing dispatch.
• Enters all orders into computer for dispatch – technical lines requires specialized training, experience or knowledge of transportation industry.
• Ensures rail billing is in place before containers are delivered to railroad and if necessary ensures in-bond documentation is properly validated with US customs.
• Verifies bookings are released at depots for export moves, and traces import containers on the rail to confirm delivery is made by last free day.
• Prepare customer reports and tracking/tracing as required such as divisional pool, MDR, CNI, Daily Activity, and Dispatch Status.
• Notifies Cargo Specialist Supervisor/management of all service failures.
• Proposes and implements solutions to improve overall customer service.
• Creates and updates location profiles in computer system.
• Works as dispatcher as volume/vacation schedule dictates.
• Other projects as assigned by management.
• Other tasks as requested.

Other Job Functions

• Assist with Dispatch whenever necessary
• Coachable and willing to learn all divisions
• Limiting per diem to a minimum
• Work towards improving vendor relations

Other Skills/Abilities

• Exceptional communication, customer service and organizational skills
• Data entry and computer skills
• Must be innovative
• Email and general office duties
• Must be organized and able to multitask while processing high work volumes, with daily deadlines from customers