Customer Service Representative

Summary

Act as a representative of Midland Davis for suppliers and customers of its Brokerage division. Process information received from brokerage account manager, suppliers and customers regarding shipments from pickup to delivery. Respond to supplier and customer inquiries and complaints regarding shipment issues and resolve in a timely manner.

Essential Duties And Responsibilities

• Arrange and ensure timely pickup and delivery of commodities
• Develop, build and maintain strong relationships with suppliers and customers as well as in-house account managers to understand their needs and requirements
• Communicate with suppliers and customer mills by phone, email and fax regarding shipments and future shipment needs
• Assume coordinated ownership of accounts by communicating changes/concerns to account managers including untapped opportunities
• Notify account manager of downgrades, rejections or other problems immediately and offer potential solutions
• Coordinate internal logistics with freight agent and coordinate with team members involved in delivered loads
• Remit pertinent vendor and customer forms to new suppliers and customers for completion
• Clarify customer complaints regarding service problems and may work with account manager to resolve
• Monitor shipments by remaining aware of changes in load weights as well as changes in freight costs and load margins
• Generate gross margin report every 2 weeks and ask questions if items look incorrect
• Keep ‘Loads Without Homes’ section of the open load sheet current when notified by account manager or supplier
• Initiate and maintain shared Outlook contacts
• Create and maintain profiles with detailed notes for all supplier and customer accounts
• Obtain weights and organize paperwork for each load and remit to customer service manager by monthly deadline
• Follow up on customer requests for reports and information
• Prepare internal service reports as requested by account manager by collecting and analyzing supplier and customer information
• Observe suppliers’ volume trends and notify account manager of any changes
• Attend weekly brokerage meetings with account managers to discuss outstanding issues and market changes
• Generate unposted load report every week and review items that may need attention to process end of month transactions

Additional Responsibilities

• In coordination with account managers, may occasionally travel to other Midland Davis offices and supplier/customer locations
• May attend industry conferences to network with suppliers/customers
• Attend classes and training to stay up to date on industry standards and practices

Minimum Qualifications

Education and/or Experience:

• High school education or equivalency
• Previous experience in freight or recycling industry preferred
• Must have excellent organizational skills and attention to detail
• Ability to determine work priorities and manage time effectively in stressful situations
• Excellent phone and email etiquette
• Working knowledge of MS Word, Excel, Outlook and ability to learn/utilize other computer programs
• Ability to multi-task and complete work accurately with interruptions
• Must possess critical thinking skills and solve complex problems
• Ability to meet deadlines
• Excellent at follow-up
• Ability to take initiative and be persistent
• Must be able to function within a team concept
• Demonstrate positive and cooperative behavior
• Language and Communication Skills:
• Ability to understand and speak the English language at an acceptable level for productivity
• Ability to communicate clearly, effectively and professionally in verbal and written form
• Ability to understand and process information from written and verbal communication

Essential Physical Skills:(Reasonable accommodations will be made for otherwise qualified individuals with a disability.)

• Acceptable eyesight (with or without correction) to identify, read, and understand directions
• Acceptable hearing (with or without hearing aid) to hear sounds and understand directions

Benefits Include:

• Health, Dental and Vision Insurance
• Short-term and Long-term Disability
• Life Insurance
• 401k plan
• Paid Vacation, Personal Days, and Holidays

Midland Davis Corporation is an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

Shift:

• Day Shift--Occasional weekend and/or holiday coverage is required

Job Type: Full-time

Pay: From $21.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: Hybrid remote in Moline, IL 61265