Customer Service Representative

Job Description

Job Description

Work Schedule Overview - Monday through Friday, Generally 8am-5pm

Position Overview:  Communicate customer delivery needs and appointment dates/times, quote rates of customer and relates service requirements to dispatchers. Regularly use own discretion and judgment in making independent pricing decisions. Quote and maintain Special Price Quote decisions without supervision. 

Essential 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 require 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-bound 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 duties as assigned by management

Skills/Knowledge Required:

• Port and rail operations; US customs. Intermodal/Trucking experience
• Data entry skills
• Excellent communication and organizational skills, email, and general office duties
• Must be innovative