Position Description:
Job Type: Full-time
Pay: $21.00 - $25.00 per hour
Job Summary:
Works with a dynamic, customer-obsessed team to provide excellent service to customers and vendors. Responds to customer service and rate inquiries in a proactive manner in order to provide the highest level of service, ensuring total customer satisfaction.
Job Responsibilities:
- Determines all internal/external customer requests (i.e. billing problems, billing disputes, tracing problems, POD requests, or other administrative functions) are promptly and properly answered/resolved within 48 hours of receipt.
- Enters bookings into the system when called or emailed in from the customer.
- Prepare any special billing information requested.
- Investigates problems noted with customers, responds, and takes corrective action to avoid similar problems in the future.
- Investigates cubing discrepancies and determines who is correct then forwards the results of any "judgmental" situations with respect to its dock errors or changes for billing purposes to the Customer Service Manager for review and ultimate resolution should it exceed Supervisor authority.
- Recommends steps to strengthen procedures in any given area of Customer Service when the procedures in effect are noted to be inadequate or weak.
- Supplement training to sales and rate personnel (as assigned).
Preferred Qualifications
- 2+ years of transportation
- 3+ years of customer service
- Proven customer support experience
- Strong phone contact handling skills and active listening
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
- Ability to multitask, prioritize and manage time effectively
- High school diploma; college degree preferred
We are proud to offer the following:
- Annual merit reviews
- Annual Bonus (discretionary)
- 401(k) (Fidelity) + Company Contribution
- Free Medical & Dental insurance for employee
- Free Long-Term Disability insurance
- Free Employee assistance program
- Free Life insurance
- Paid time off (vacation & sick)
- Vision insurance
- FSA
- Voluntary Benefits (Hospital, Accident, Life, and Critical Illness)
- Milestone Years of Service Bonus
- Wellness program
The Time is Now
We take pride in our principles and welcome individuals who align with our vision to become part of our team. The backbone of our company is our dedicated staff, whom we fondly refer to as our Ohana. Our commitment extends beyond daily operations; we strive to foster the development of our employees, encouraging them to evolve alongside us on our collective journey. Emphasizing both professional and personal growth, we are dedicated to supporting our team members.
Our dedication to customer and community service goes beyond the ordinary, as we consistently surpass expectations. With an unwavering customer-centric approach, we are dedicated to collaborative efforts that drive us to not only meet but exceed our objectives.