Customer Experience Specialist

Warren Transport•Waterloo, IA

3d•Onsite

About The Position

The Customer Service Representative position is to strengthen and enhance the growth and stability of Warren. Implementation of sound marketing and customer service principles to develop and service customers in accordance with company and department quality, sales, utilization, and profit objectives. Also serving as liaison between the customer and Warren.

Requirements

Excellent customer service and interpersonal skills
Strong sales and negotiation skills
Excellent time management and organizational skills
Detail oriented
Driven by results and productivity
Strong work ethic and sense of integrity; trustworthy
Excellent verbal and written communication skills
Ability to collect, track, and analyze data
Ability to adapt and problem solve when under pressure or faced with adversity
Assertiveness and confidence
Ability to balance multiple tasks at the same time and meet deadlines
Knowledge of MS Office (Word, Excel, Outlook)
Must be able to demonstrate a proactive commitment to Warren corporate values and the success of all staff.

Nice To Haves

Four year college degree from an accredited institution, or equivalent

Responsibilities

Provide professional, courteous customer service by serving as liaison between customers and Warren operations.
Respond to customer requests for service, providing information, accurately entering load information into computerized system.
Communicate with customers about delivery/pick up times, changes to load status, and set appointments for drivers, and find resolutions for all issues pertaining to the shipment.
Build and continually develop relationships with customers.
Daily calls with customers to increase revenue and strengthen relationships with customers.
Responsible for tracking and tracing loads from before pick up until delivery completion.
Recognizing and tracking of high priority loads/lanes and escalate delays or problem areas as needed, including pass off of high priority shipments to the after-hours team.
Bring solutions to the table for covering loads; know when to escalate loads to get them covered.
Frequent, accurate, and timely communication with internal and external customers.
Follow up with customers to ensure all proper paperwork has been submitted.
Communicate successes while soliciting more business from each customer.
Promote and sell Warren service to active customers, serving as liaison between customers and Warren operations.
Maintains accurate records, researches and develops accounts, and reports on account activity.
Works with internal and external customers to ensure loads are completed from tender to payment.
Communicates with department Manager to assess and distribute current information on the development and needs of customers.
Performs other duties, tasks, or responsibilities as assigned.