Customer Service Associate

Job Overview Division Reports To Koch Logistics & Warehousing Operations Manager Employee Classification Weekly Hours Full Time 40 Position Details Job Summary Responsible for taking detailed truckload order from customers, verifying customer expectations, and accurately entering TL orders in TruckMate. The position will require tracking of TL shipments and some brokering of loads. The TL On-Call is also responsible for working nights and weekends in an on-call capacity to monitor the status of all active TL and final mile shipments and monitor all after hours phone calls and other customer and carrier needs. Essential Job Functions Follows multiple account specific SOP’s for properly communicating after business hours activities including clear directive on next steps when handing off to team members Demonstrates problem resolution and good decision making with little or no supervision Find solutions to customer issues, including missed pick-ups, late deliveries, additional charges, etc. Traces truckload shipments daily and proactively identifies shipments in jeopardy of meeting pickup and delivery parameters and escalates accordingly Responding to customer inquiries and requests via phone, email, or other communication channels. Providing quotes, scheduling pick-ups and deliveries, and updating customers on the status of their shipments. Addressing and resolving customer complaints or issues in a timely and professional manner. Processing and entering orders into the system accurately. Coordinating with dispatchers and drivers to ensure timely pick-up and delivery of loads. Monitoring the progress of shipments and updating the status in the system. Liaising between customers, drivers, and internal departments to facilitate smooth operations. Communicating any changes or delays to the appropriate parties. Ensuring that all parties are informed about special handling requirements or instructions Preparing and maintaining accurate records of transactions, including bills of lading, shipping documents, and customer interactions. Ensuring compliance with company policies, industry regulations, and safety standards. Verifying that all necessary documentation is complete and accurate. Identifying and resolving issues that arise during the transportation process, such as delays, routing problems, or shipment discrepancies. Implementing solutions to prevent recurrence of similar issues. Secondary Job Functions Backs up and performs as a broker for covering freight for distressed clients as needed Assisting in training new team members or providing refresher training on processes and systems. Staying updated on industry trends, company policies, and new technologies to improve job performance. Serve as a representative of the Company, displaying courtesy, tact, consideration, and discretion in all interactions with other members of the Koch community, customers and with the public. Cross training as required. Perform additional duties and projects as assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Working Conditions Direct office hours and on-call nights and weekends Secure, climate-controlled office environment Overtime required as needed, especially during peak season Supervisory Responsibilities None #J-18808-Ljbffr