Customer Service Specialist

Trinity Logistics - Seaford, DE (30+ days ago)3.7


Overview COMPANY OVERVIEW:

In 1979, Ed and Deana Banning decided to take a leap of faith and started a business called Trinity Transport. They ran the company for 12 years before taking an even larger leap of faith, selling the majority of the company to their children in the early 1990’s. In 2012, Trinity Transport changed its name to Trinity Logistics, to reflect its growth to a top third-party logistics (3PL) company. Despite the growth, the Banning Family was adamant on protecting the Guiding Values of the company, keeping the culture of servant leadership alive. Today, Trinity Logistics is a Team Member Owned (ESOP) leading 3PL company specializing in freight arrangement and supply chain solutions. Based in Seaford, Delaware, Trinity has Regional Service Centers throughout the U.S. serving our customers, large and small.

JOB SUMMARY:

Customer Service Specialists are tasked with answering phone calls as received in order to resolve issues. Problem resolution often involves building relationships and discussing the situations with other Team Members and Managers. Excellent communication helps resolve issues timely and aids in finding alternative solutions when needed. Customer Service Specialists assist and work closely with the Billing Department in order to ensure the needs of our stakeholders are met. Stakeholders include customers, carriers, Team Members, and factoring companies. The Customer Service Department educates customers and carriers on proper utilization of our website portals. Our goal in the Customer Service Department is to be easy to do business with in order to create a positive experience for those we interact with.

The hours for this position are Monday-Friday; 8:30am - 5pm.

Responsibilities
  • Must be able to multi-task answering the inbound phone calls with any follow up or internal research that accompanies the call.
  • Field and respond to inbound emails in our Customer Service email Inbox.
  • Research problems for resolution. This entails locating missing paperwork, matching paperwork to the appropriate load if not provided by the billing carrier, and digging into our operations system to observe and report our findings.
  • Assist carriers with their questions that range from payment status to their web portal login information.
  • Assist customers with their needs that range from redirecting their call to the proper representative to helping obtain load documents and showing them how to access this information online.
  • Work closely with the Billing Department to ensure the customers are billed in a timely manner. This includes calling on the unbilled, clearing bill service failures, stuffing and mailing invoices.
  • Participates in special projects and handles all other assigned duties as required.


  • Qualifications
  • Able to provide exceptional customer service to all stakeholders in a fast-paced environment juggling multiple tasks and projects at once.
  • Positive and friendly attitude with demonstrated ability to gain cooperation from across various departments and Team Members.
  • Detail oriented.
  • Strong communication skills which will translate into a pleasant and professional demeanor on the phone as well as in emails.
  • Proven planning and organizational skills.
  • Goal oriented, always willing to seek knowledge and improve upon skills in order to drive new ideas.
  • Bilingual in Spanish preferred, but not required.
  • Commitment to living the Trinity Guiding Values.


  • PRODUCTIVITY:

  • Customer Service Specialist must hold an average minimum monthly clear count of 60-100 off the unbilled report.
  • Customer Service Specialist must have an average minimum monthly of 85% of all new carrier callbacks complete.


  • CERTIFICATIONS:

  • Must complete and pass Customer Service Institute Certification.


  • CROSS TRAINING:

  • Must complete cross training with the Operations team.


  • CEU/CLASSES:

  • Must complete 8 hours of continuous education courses per year either through Trinity University or DelTech, as approved by your Manager.


  • WORK ENVIRONMENT / PHYSICAL DEMANDS:

    This job operates in a physical office environment. While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand; walk; use hands, arms and fingers to handle and lift objects up to 20 pounds.

    ADDITIONAL RESPONSIBILITIES:

    Bring new ideas and processes to the team to help drive efficiency to provide the best service as possible to our customers and carriers. This job description does not imply that the above functions are the only tasks that may be required. Team Members will be expected, if possible, to follow any other job-related instructions and perform any other job-related tasks as requested.

    EEO STATEMENT:

    Trinity Logistics, Inc. is an Equal Opportunity employer. All Team Members and applicants are considered without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or any status which is protected by state or federal law.