Customer Resources Specialist

Titan America•Troutville, VA

About The Position

We are looking for a skilled and motivated Customer Resources Specialist to join our team in Troutville, VA. This position provides prompt response to customer needs for products and services provided by Roanoke Cement and Separation Technologies.

Requirements

A proven track record of superior customer service abilities and decision making
Excellent interpersonal skills with the ability to communicate effectively with customers and staff at all levels of the organization
Excellent verbal and written communication skills to collaborate with others
Ability to work independently, but also in collaboration with team members
Ability to multitask with different, and sometimes conflicting events happening at the same time
Ability to work under stress, while remaining calm and facilitating the de-escalating high frustration situations
Ability to relay information quickly and accurately both verbal and written in a fast-paced environment
Possess a strong work ethic. Strong team concept skills required
Strong interpersonal and communication (written and verbal) skills
Self-starter with the ability to handle high volume workload
Proven ability to work efficiently under tight deadlines while researching and resolving ambiguous information effectively
Working knowledge of Microsoft Office; inclusive of Outlook, Word and Excel
Willingness to work a flexible schedule and overtime when needed. Position requires monthly on-call rotation

Nice To Haves

College degree preferred
Prior dispatch or logistics experience preferred
Customer service experience in similar role preferred
Experience with JWS and SAP software highly preferred

Responsibilities

Ability to analyze and select most cost-effective carrier based on rate
Scheduling deliveries with carriers according to predetermined delivery times provided by the customer
Positive and upbeat in all communications with customers and other departments
Relentlessly pursue a solution to every issue that a customer brings and ensure that issues are resolved promptly and thoroughly
Demonstrate deep desire to exceed expectations of internal and external customers; not satisfied with just meeting expectations
Enter orders into JWS/SAP systems accurately and efficiently
Monitor order status to ensure timeliness of delivery. Notify customers of delayed or diverted loads
Work with above mentioned systems to document schedules, diversions and cancellations
Develop solutions to meet conflicting customer requirements
Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience