As a Customer Service Representative with Hirschbach your expectation is to communicate with Hirschbach’s customer base in all matters related to handling their freight. The Customer Service Representative’s duties include booking freight, processing orders, monitoring service, optimizing loads, accommodating customer needs and requirements, and establishes and maintains positive customer relationships.
Essential Duties
- Communicates all services issues promptly to the customer and elevates issues accordingly to the operations team and others within the organization as applicable.
- Coordinates customer freight shipments, including booking freight, answering customer calls and emails, and assisting with customer rate quotes.
- Supervises the handling of freight from shipper to receiver.
- Develops and maintains customer relationships with assigned customer base and/or geographic area.
- Books freight within customer base and/or geographic area to ensure a balance of available freight and trucks.
- Monitors rates, revenue generation, and accessorial per customer contracts.
- Provides tracking and tracing on shipments to ensure on-time pickups and deliveries, and resolves any issues that may arise during transport.
- Provides services to customers in compliance with contract requirements, ensuring on-time deliveries and resolving damaged product issues.
- Selects loads effectively through brokerage and customer needs.
- Handles customer correspondences, complaints, and inquiries.
- Attends meetings related to customers and occasionally travels to visit customer sites and locations.
- Other duties as assigned including proactively assisting others in achieving the organization’s objectives.
- Maintains a strong customer base and communicates effectively with the customer.
- Actively seeks opportunities to book additional freight when needed.
- Displays an understanding of when to decline freight based on rates/available trucks.
- Handles customer complaints and inquiries professionally.
- Displays a strong understanding of Hirschbach’s operations and how the freight network functions.
- Demonstrates strong AS400 proficiencies and can enter data accurately.
- Displays a strong understanding of Hirschbach operations and how the freight network functions.
- Demonstrates strong AS400 proficiencies and can enter data accurately.
Schedule: 7-5pm; Monday - Friday
Education & Experience
- High school diploma or equivalent, paired with relevant professional experience.
- Bachelor's Degree in Transportation/Logistics/Supply Chain, or a related field is preferred.
- Ability to process information with high levels of accuracy and energy.
- Ability to multi-task and prioritize workload.
- Computer proficiency and ability to navigate between multiple programs.
- Demonstrates an "All In to Win" attitude and displays self-motivation and a strong desire to learn within an unpredictable and demanding environment.
Company Overview
Founded in 1935, Hirschbach Motor Lines has built a sterling reputation for delivering time and temperature-sensitive freight across 48 states. Today, the organization generates $1+ billion in revenue and has become the 2nd largest refrigerated carrier in North America with company headquarters in Dubuque, Iowa. Hirschbach strives to provide the highest level of service in the industry, offering a breadth of services including Dedicated, Over the Road, Expedited, Entertainment, and Logistics Solutions.
With a tenured history and vision for the future, our company culture drives us to be the best in the business, grounded in our All In To Win values. One key to trust is having a pool of talent and resources who are exceptionally competent, capable, and passionate for serving results to our customers.
Equal Opportunity Statement
Our Company is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is our intent to maintain a work environment which is free of harassment, discrimination, or retaliation because of age, race, color, national origin, ancestry, religion, creed, sex, sexual orientation, gender, gender identity, pregnancy (including childbirth, lactation and related medical conditions), physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed service member status, or any other status protected by federal, state, or local laws. The Company is dedicated to the fulfillment of this policy in regard to all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
