Customer Service Representative

Full Time
Location: Anderson, Indiana
Department:

JOB TITLE:                           Customer Service Representative 

DEPARTMENT:                    Transportation Management           

STATUS:                               Full Time/Hourly  

REPORTS TO:                    Customer Service Manager 

JOB SUMMARY: As a member of the customer service team, you will be accountable for managing customer relationships through many channels of the order process. You will take complete ownership of the freight by creating and tracking orders, anticipating problems and providing creative solutions to exceed customer expectations. 

DUTIES AND RESPONSIBILITIES:

  1. Retain working knowledge of transportation systems after initial training
  2. Initiate contact with carriers and customers when appropriate
  3. Facilitate complete and thorough communication between carriers and customers
  4. Organize and track freight on an appropriate time schedule
  5. Effectively communicate an escalate events through management channels
  6. Compose office appropriate communication through a variety of media
  7. Continue proactive solutions within the network
  8. Provide hands on support during the absence of other team members or during peak times
  9. Work with peers to develop best practices that are shared across all field office networks
  10. Adapt to a changing process, while working towards standardization
  11. Flexible work schedule, with ability to work 2nd shift operations
  12. Ability to work rotating weekend shifts as needed

EXPERIENCE AND SKILL REQUIREMENTS:

    1. High School diploma required
    2. College degree preferred and/or 1-3 years transportation & customer service experience
    3. Bilingual (Spanish) speakers preferred
    4. Strong sense of customer service
    5. Proficient with PC skills and Microsoft Office including Outlook and Excel
    6. Ability to work independently and in a team environment
    7. Sets priorities and communicates to areas involving changes that could affect daily operations.
  • TMW / Mercury Gate experience is a plus
  • Work with multiple inbound phone lines