MEX - Customer Service

Role Purpose:

Customer Service are at the forefront of a fast-paced strategic environment. Our customers require individuals who think strategically and plan ahead of rapidly changing situations while maintaining a positive team-oriented attitude. Customer Service Managers must be organized, engaged with the team and a strong, results-driven, work ethic.

Duties and Responsibilities:

A person in this position performs the following functions:

• Soliciting and acquiring daily, weekly, and monthly freight
• Accurately booking orders and entering data in the system
• Developing and maintaining strong customer relationships
• Managing equipment/freight balances daily for responsible market
• Maintaining freight commitments using system tools
• Communication with the customer on load changes, status updates, and late load notice. Document communication events.
• Track freight to proactively seek out issues that may cause late deliveries and ability to coordinate plans to swap to save on-time delivery.
• Quickly and effectively problem solve issues.
• Strong follow through and ability to frequently update customers on high profile loads.
• Ability to multi-task while maintaining organization.
• Update customers on availability of equipment.
• Escalate issues to management.

Documentation of customer operating procedures

Working Relationships

Clients
Other Customer Managers
Driver Managers
Sr Customer Manager

Knowledge, skills, experience & education:

• Requires strong phone and interpersonal skills
• Strong sales work ethic
• Excellent customer service and a pro-active mind set
• Prior inside sales experience-prospecting, account management, and account development
• Strong, results-driven, work ethic
• Prior transportation experience preferred
• Proficient understanding of Microsoft Excel, Word, Powerpoint, and Outlook
• AS400 and TMS familiarity preferred
• Demonstrated skill in management of large account relationships
• Ability to de-escalate upset customers, understanding the process of listening, showing sympathy, offering solutions, and closure
• Ability to communicate in detail and ability to recognize what detail is important to each specific customer
• Dedicated work ethic