10/05/2021
Position Summary:
This call center position supports nationally all transportation/logistics activity within our three regions. Work shift may be scheduled on day, night, weekends, or weekdays. Serves as a primary customer service point of contact for drivers, equipment providers, contract carriers, external customers and internal departments. Will manage multiple activities simultaneously. Will track truck deliveries; ensure routes are progressing on schedule. Will assist with driver and customer and delivery issues to be resolved. Maintains accurate and timely electronic records. Is a key element in the organizations quality standards for customer service and call center operations.
Job Requirements:
To perform this job successfully, an individual must be able to perform each essential duty in a satisfactory manner. The requirements listed below are representative of the knowledge, skill, and ability required for this position. Reasonable accommodations may be made to ensure individuals with disabilities are able to perform the work functions.
Essential Duties and Responsibilities:
Interact with employees and customers by telephone or electronically in order to provide information about distribution routes, schedules, and status of customer deliveries
Capability of making decisions quickly and communicating information to appropriate parties
Maintain and distribute daily, weekly, and monthly reports
Check to ensure that appropriate changes were made to resolve situations
Must possess a commitment to exceeding customer expectations and delivering excellent customer service at all times
Keep records of interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
Analyzing information and evaluating results to choose the best solution and solve problems
Refer unresolved situations to designated departments for further investigation
Process driver payroll
Billing and invoicing of freight
Secondary Duties and Responsibilities:
Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person
Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems
Using computers and computer systems to update, maintain, data entry, enter data, or process information
Entering, transcribing, recording, storing, or maintaining information in written or electronic form
Competencies:
Planning and Organizing – Engages in short and long-term planning, sets priorities to optimize time usage, adheres to schedules and plans.
Creativity and Innovation – Initiates conceptual ideas with practical applications, develops creative strategies and opportunities, creative thinking and problem solving, promotes a creative climate.
Judgment and Decision Making – Solves problems, considers relevant alternatives before making decisions, displays intuitive judgment, shows timeliness and conviction in making recommendations and decisions.
Teamwork and Relationship-Building Skills – Assists team members in accomplishing their objectives by helping things go right, establishes effective working relationships, and promotes team efforts.
Adaptability and Change Management Skills – Ability to change to fit changed circumstances. Has the skill to multi- task and juggle competing priorities.
Develops Subordinates or Self – Strives to learn and grow, maintains current knowledge in the field.
Communication and Cooperation – Effectively communicates upward, downward and laterally. Prevents unproductive responses, improves the effectiveness of communications and interactions with others.
Accountability and Productivity – Holds themselves accountable to team members, accepts responsibility for their own decisions, sustains peak performance and solves problems that impede productivity.
Skills, Knowledge, and Abilities:
General knowledge of the trucking / distribution industry
Able to function well in a fast-paced, team-focused environment where constant change is the norm
Organize workload and prioritize effectively
Capable of scanning and filing documents as required
Experience working with multiple computer programs
Assertive problem solver who looks beyond the standard solutions to overcome challenges
Education and Work Experience:
Required:
High School diploma or equivalent required
Prior customer service experience required
Strong team player, mature, independent, and work well in a fast-paced environment
Must have excellent computer skills, Microsoft Office
Desired:
English/Spanish bilingual a plus
Previous experience in Logistics (Freight Forwarding, Dispatching DOT Drivers)
College education preferred
Call center experience
