Job Purpose:
This position provides support for customer, drivers, and dispatchers. The Customer Service Specialist has to conduct his/her role in a positive, productive, and efficient work environment. This position is critical to maintaining operational efficiency.
Essential Functions of the Job:
- Answer calls promptly and courteously.
- Respond to incoming emails and correspondence in a prompt and courteous manner.
- Proactively process, expedite and follow-up on orders in a fast-paced environment, being timely and professional at all times.
- Provide knowledgeable answers to questions concerning ETA’s, deliveries, pick-ups, etc.
- Work with customers to resolve any issues or concerns.
- Reschedule pick-ups with prior attempts per third party authorizations.
- Answer messages in Acordex pertaining to the R/A Department/Dispatch.
- Call customers, shippers or third parties to request additional time if needed.
- Schedule delivery appointments.
- Process Inside Deliveries.
- Process returns, communicate to Warehouse, Dispatch and Customer Service.
- Request Accessorial charges from customers for pick-ups and deliveries.
- Assist customers as necessary to resolve their issues and use the resources available, such as computer, operations personnel, and management as required for timely resolution.
- Run R/A Report 30-45 minutes prior to end of the shift.
- Recommend procedures and guidelines to improve productivity and the service level of the department.
- Work as part of a team and help execute both departmental and company goals.
- Follow company and departmental directives regarding policies and procedures.
- Special projects as assigned.
Organizational Relationships:
Has frequent contact and communicates continuously with customers and all level of employees in a polite and professional manner.
Experience/Training/Education:
Required: High school graduate or equivalent, plus minimum of 2 years of customer service support experience.
Preferred: Associate degree or completion of some college business courses.
Required: Bi-lingual Spanish/ English-required
Knowledge/Skills/Abilities:
- Ability to communicate to customers effectively, professionally, and courteously, work independently with minimal supervision.
- Requires knowledge of office practices, recordkeeping, and reporting systems; business correspondence techniques and English composition, grammar, spelling, and punctuation; principles of public relations and communications; records management and file maintenance.
- Skills required include proficiency in MS Office applications, including Outlook, Word, Excel, the company’s TMS system, CLI/FACTS.
- Ability to use standard office equipment including telephones, calculators, copiers, and facsimile equipment.
- Ability to type at the net rate of 35 words per minute using a computer keyboard.
- Ability to be courteous and professional; to accept constructive criticism.
- Ability to understand and follow written and verbal instructions; to maintain the confidentiality of data; collect data, establish facts, and draw valid conclusions.
- Add, subtract, multiply and divide in all units of measure; prioritize, organize, and complete tasks independently.
- Communicate effectively and work cooperatively with customers, management, other employees, contractors, vendors, and public and private representatives.
- Have proven ability to prioritize and organize, be professional and flexible with changing situations, a highly self-motivated individual, and an enthusiastic team player.
Physical and Environmental Elements:
This is primarily a sedentary office classification, and employees work in an office with moderate noise levels, controlled temperature conditions, and no direct exposure to hazardous physical substances. Clear speaking voice is necessary, as well as finger dexterity to access, enter and retrieve data using a computer keyboard, typewriter keyboard, or calculator, and to operate standard office equipment. The position occasionally bends, stoops, reaches, pushes, and pulls drawers to retrieve and file information and lifts and carries reports and records that typically weigh less than 20 pounds.
Benefits:
– Competitive hourly based on experience
– Comprehensive training program provided
– Opportunities for career growth and advancement within the company
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- On-the-job training
- Paid time off
- Vision insurance
This position is fully onsite at our Santa Fe Springs, CA location and has an hourly pay range of $22.00-$24.00. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education and/or training. Total Transportation & Distribution is an equal opportunity employer. We value diversity and do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
