Customer Service Representative
Posted Updated
Position Overview: Communicate customer delivery needs and appointment dates/times, quote rates to customer and relates service requirements to dispatchers.
Important Job Functions
- 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.
- Enters all orders into computer for dispatch – technical lines requires specialized training, experience or knowledge of transportation industry.
- 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.
- Prepare customer reports and tracking/tracing as required such as 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 dispatcher as volume/vacation schedule dictates.
- Other projects as assigned by management.
- Other tasks as requested.
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
Other Skills/Abilities
- Exceptional communication, customer service and organizational skills
- Data entry and computer skills
- Must be innovative
- Email and general office duties
- Must be organized and able to multitask while processing high work volumes, with daily deadlines from customers