Candidate must demonstrate the ability to be a part of a fast-paced team environment, where there is a strong emphasis on quality of service/multi-tasking, accountability, and conflict resolution. Individual will be apart of a dynamic culture in a progressive industry.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Answer high volume inbound calls on the customer service queue line.
Respond to questions regarding tracing and tracking freight shipments. Respond to questions via phone, e-mail and fax.
Will be required to operate multiple systems simultaneously
Transfer calls to other departments; identify and connect callers with appropriate company resource.
Update and change information in the AS400 to correct errors, update customer information, change shipment status, etc.
Administer assigned customer accounts by tracking and tracing freight. Prepare ad-hoc and standard reports on current shipments for management and customer review.
Send service reports to customers.
Interface with Service Centers and Agents regarding shipment status. Address and respond to customer issues regarding service. Work with internal staff and agents to identify solutions to prevent service failure.
Communicate customer needs, desires and changes that effect service requirements.
Interface with operations and administration to effectively provide information affecting customer service.
Provide feedback from customers that allow Company to improve efficiencies and service.
Ability to work on XGS site while performing essential functions
Other duties as assigned
PREREQUISITE KNOWLEDGE, SKILLS, AND EDUCATION:
Must have excellent oral and written communication skills
High School Diploma or GED equivalent required
Must have proven ability to multi-task
One year of customer service experience on a queue line preferred
One year of office experience preferred
AS400 experience preferred.
Must be able to type a minimum of 40 WPM
PHYSICAL AND MENTAL REQUIREMENTS:
Consistently maintains excellent personal attendance records
Sit for long periods of time
Occasionally stoop, kneel or crouch
Use hands and arms to reach for, grasp and manipulate object
Manual dexterity to operate a computer and other office machines
Clear and understandable speaking voice for the purposes of telephone communication
Most work is conducted in a comfortable office environment but exposure to site conditions may also occur. Personal protective equipment must be worn in all areas as required. Although the work usually is not considered inherently dangerous, must be careful while performing onsite services.
This job description is not intended to be all-inclusive and the employee will also perform other reasonably related business duties as assigned by immediate supervisor and other management as required. XGS reserves the right to revise or change duties as the need arises. This job description does not constitute a written or implied contract of employment.
Xpress Global Systems