Customer Service Rep

Positions Overview:

Communicate customer delivery needs and appointment dates/times, quote rates of customer and relate service requirements to dispatchers. Regularly use own discretion and judgment in making independent pricing decisions. Quote and maintain Special Price Quote decisions without supervision. 

1. Receives/schedules all delivery orders and requests from customers and must exercise discretion and use independent judgment when relating customer requests, schedules and informing dispatch.
2. Enters all orders into computer for dispatch – technical lines requires specialized training, experience or knowledge of transportation industry.
3. Ensures rail billing is in place before containers are delivered to railroad and if necessary ensures in-bond documentation is properly validated with US customs. 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.
4. Prepare customer reports and tracking/tracing as required such as divisional pool, MDR, CNI, Daily Activity, and Dispatch Status.
5. Notifies management of all service failures.
6. Proposes and implements solutions to improve overall customer service.
7. Creates and updates location profiles in computer system.
8. Works as dispatcher as volume/vacation schedule dictates.
9. Other duties as assigned by management.

Other Job Functions

• Assist with dispatch whenever necessary
• Coachable and willing to learn all divisions
• Limiting per diem to a minimum
• Work towards improving vendor relations

Desired Skills/Abilities 

• Data entry skills; Excellent communication and organizational skills, email, and general office duties.
• Must be innovative
• Ability to work as a part of a team with collaboration and communication as well as be able to work as an individual contributor
• Port and rail operations; US customs. Intermodal/Trucking experience preferred