Customer Service Lead

Job Description Summary

The Customer Service Lead is responsible for developing positive customer relations and leading staff on processes and procedures.

Critical Job Functions:

• Answer internal and external customer inquiries in a timely, courteous, and professional manner.

• Train and mentor new employees on processes and procedures.

• First point of contact for staff on escalated problem shipments.

• Manage expedited and distressed freight, in order to meet and exceed customers' expectations.

• Monitor Corporate Accounts, provide reports for target customers.

• Assists Service Centers with granting requests for special delivery requirements.

• Answer high volume incoming telephone calls and high-volume emails.

• Provides support for White Glove (Final Mile Service) Service.

• Receive pick-up calls for RRTS Service Centers and enters pick-up information into the dispatch system.

• Answer internal and external customer inquiries regarding all RRTS Service Centers.

• Answer customer inquiries regarding accessorial requests and reconsignments.

• Investigates billing issues regarding classification and Weight and Inspection.

• Provide support for Account Executives in response to customer's needs and concerns.

• Participates in proactive team efforts to achieve departmental and company goals.

Job Requirements:

• High school diploma or general education degree (GED); or one to three months' related experience and/or training or equivalent combination of education and experience.

• Relies on written and verbal communication.

• Ability to read and comprehend simple instructions, short correspondence, and memos.

• Ability to write simple correspondence.

• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

• Communicates internally with Collections, Dispatch, OS&D, MIS, Safety and Rates, and externally with terminals, sales force, and customers.

• Specific industry or position skills.

• Intermediate personal computer skills, including electronic mail, routine database activity, word processing, spreadsheet, graphics, etc.

• Preferred knowledge of AS/400 and Microsoft Office.

• Proficient typing, filing and ten key skills.

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

• Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.

• Ability to deal with problems involving several concrete variables in standardized situations.

• Ability to prioritize tasks.

• Ability to handle multiple tasks and projects simultaneously.

Physical Demands and Work Environment: The physical demands and work environment described here are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• Physical Demands:

• Sedentary physical activity performing non-strenuous daily activities of an administrative nature.

• While performing the duties of the job, the employee is regularly required to sit, reach/handle items, work with the fingers, and talk and hear others in conversations via the phone or in person. The employee is occasionally required to stand and walk.

• Work Environment:

• The noise level is moderate based on general conversation tones, ringing phones and laser printer operation.

• Work in well-lighted, heated and/or air-conditioned indoor office setting with adequate ventilation.

Roadrunner Freight is building something special with great people, a winning culture and a differentiated service offering in the marketplace. Join us today to grow your career!

Additional Requirements:

Summary:

Roadrunner offers more direct long-haul metro-to-metro shipping than any other nationwide Less-than-Truckload (LTL) carrier in the United States. With a nationwide presence, terminals across 40+ markets, and approximately $410 million in revenue in 2023, the company's Smart Long Haul Network is the preferred choice for shippers looking to move freight quickly and reliably. Roadrunner is expanding and looking for a highly motivated Customer Service Lead to join our winning team. If you are results driven and looking for a rapidly growing company with high growth and earnings potential, we want to hear from you!