Description: Customer Service Representative
Department: Customer Service
Business Unit: Resources
Status: Full-Time, Non-Exempt
Reports to: Customer Service Manager
The primary responsibility for this position is to provide exceptional service and support to both internal and external customers, perform daily operations as required. This position is accountable both individually and as a team (if applicable) for making a positive contribution toward the achievement of office KPI's and overall business objectives including, but not limited to the following:
Loads booked per day
Customer calls per day
Customer satisfaction and retention
DUTIES AND RESPONSIBILITIES:
Provides exceptional customer service and support by frequently and proactively reaching out to customers to establish rapport, deepen working relationships, and win revenue-generating opportunities.
Executes daily operational needs including load entry, monitoring and tracking, coordination with team to cover freight, communication with customer and management of customer needs.
Proactively identifies organic growth opportunities for current customers.
Prepares bids on lanes and submits RFP/RFQs as available/requested.
Provides backup support for other team members as needed.
Additional duties as assigned.
Exceptional customer service skills including a customer-centric philosophy and strong ability to build relationships and establish trust
Competitive mindset with a "farmer" mentality
High energy, enthusiasm and a positive, proactive attitude
Collaborative, team approach to work
Strong sense of urgency for completing tasks and seeking out opportunities
Excellent communication skills (oral, written and presentation)
Efficient organizational and time management skills and the ability to balance and prioritize competing priorities
EDUCATION, EXPERIENCE AND SKILL REQUIREMENTS:
High school diploma required, Bachelor's Degree preferred
1-year customer service experience required, industry experience preferred
Proficiency in using Microsoft Office suite, especially Excel
Familiarity with transportation management software (TMS) such as McLeod or TMW preferred
Familiarity with customer relationship management software (CRM) such as Salesforce or One-Page preferred
Bilingual skills are a plus