Customer Operations Specialist

What You'll Do:

Customer Account Administration

• Solicit Customers, enter all customer loads into system, and build relationships with all customers, shippers and consignees.
• Communicates with customers via email, telephone, fax etc.
• Identifies and corrects deficiencies with customer orders
• Assists sales managers with assigned accounts
• Tracks transportation when needed (i.e., delivery time, pick-up time, etc.)
• Analyzes daily/weekly queries and reports related to customer accounts
• Maximize negotiated rates with all customers; communicate all service needs with sales, driver managers, and drivers.

Order Processing

• Make sure all customer window times, directions, phone numbers, billing information, and all other data needed to perform customer loads properly are entered into our system
• Manage customer on-time pick up and on-time delivery
• Enters standard business orders by receiving order via email/telephone/fax
• Handles special customer-specific documentation needs
• Reviews orders for errors

Order Issue(s) Resolution

• Analyzes issues with orders using Order User Hold Report
• Resolves issues by communicating with other departments regarding customer needs
• Revises orders when needed
• Releases resolved orders
• Processes RMAs

Equipment Utilization and Load Planning

• Review and plan equipment daily to hit utilization numbers needed to make company plan, minimize deadhead on all trucks, satisfy customer demand and manage trailer pools as needed

Policies and Procedure Management

• Ensure all DOT safety rules and hours of service policies are followed and all company policies and procedures as well

Requirements for Success:

• High School Diploma
• 1 year working with public (pre. customer service or food service)
• Computer skills - Microsoft Windows, MS Office (especially Excel)
• Computer entry experience valuable, but not required

Knowledge, Skills and Abilities:

• Carefulness
• Cooperation
• Customer Service Orientation
• Sociability
• Striving
• Teamwork
• Good communication skills
• Quick learner
• Multi-task oriented
• Proactive

Physical Requirements & Working Conditions

To perform this job successfully, the physical demands listed are representative of those that must be met by an employee. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job:

• The employee must be able to remain in a stationary position 50% of the time whether that be sitting or standing
• The employee must be able to use fingers to constantly operate a computer or other type of office equipment
• The employee in this position must be able to regularly walk
• The employees must be able to use hands to handle and feel
• The employee must be able to reach with both hands and arms
• The employee must be able to visually detect, perceive, or recognize in near and far distances
• The employee must be able to converse or convey with other individuals
• The employee may occasionally be required to crouch
• The employee may occasionally lift/carry items as heavy as 25 pounds