Customer Service Representative

Position Overview: Communicate customer delivery needs, schedule appointment dates/times, and communicate service requirements to dispatchers. Regularly use own discretion and judgment in making independent business decisions. Cost control prevention by monitoring of equipment using provided tools.

Essential Functions

• Receives/schedules all delivery orders and requests from customers.

• Must exercise discretion and use independent judgment when relating to customer requests, schedules and informing dispatch.

• Enters all orders into computer for tracking - technical lines require specialized training, experience or knowledge of transportation industry.

• Ensures rail billing is in place before containers are delivered to railroad.

• 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

• Monitor 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 backup/coverage for vacation as the schedule dictates

• Other projects as assigned by management

Skills Required

• Data entry skills; Good communication and organizational skills, email and general office duties. Must be innovative

Knowledge Required:

• Port and rail operations; US customs

• Must have intermodal experience

Experience required

• Trucking Industry