Customer Service Administrator 3
About The Position
The Customer Service Administrator 3 performs high-level clerical duties supporting the operational function of a Service Center. The role may specialize in or combine activities in Over, Short, & Damaged (OS&D), Linehaul dispatch, and administrative support. The administrator investigates customer complaints involving overages, shortages, and damaged freight; responds to questions and complaints about services, billing, credit ratings, and merchandise; monitors the Undelivered Freight Report daily for freight not cleared within 24 hours; traces freight shortages; identifies and corrects billing and rating errors; provides rate quotes; and prepares daily reports for various shippers’ accounts. The role also answers calls from customers and other Service Centers seeking freight status. For Linehaul operations, the administrator coordinates activity to use equipment and personnel effectively, meet Company and customer requirements, and minimize costs. They notify Central Dispatch about available Linehaul Drivers and freight volume for movement, receive the daily driver-to-load schedule from Central Dispatch, and communicate assignments to Linehaul Drivers. The role also provides secretarial and reporting support to Service Center leadership. The pay range is $23.98–$29.15 per hour and may vary based on location and experience.
Requirements
- High school diploma or GED.
- Ability to satisfactorily pass a background check and alcohol and drug test.
- Six months of related experience and/or previous office experience.
- Strong customer relations skills and ability to communicate effectively with internal and external customers.
- Ability to manage multiple tasks with interruptions.
- Computer skills.
- Familiarity with Microsoft Office applications.
Nice To Haves
- Previous customer service experience.
- Experience with Microsoft Outlook.
- Experience with Microsoft Excel.
- Experience with multi-line phone systems.
Responsibilities
- Investigate customer complaints regarding overages, shortages, and damaged freight.
- Answer questions and complaints regarding services, billing, credit ratings, and merchandise.
- Monitor the Undelivered Freight Report daily for freight not cleared within 24 hours.
- Trace freight shortages by checking similar shipments loaded before and after the short shipment.
- Identify and correct billing and rating errors.
- Provide rate quotes.
- Perform daily reports for various shippers’ accounts.
- Answer calls from customers or other Service Centers requesting freight status.
- Coordinate Linehaul activity to effectively utilize equipment and personnel, meet Company and customer requirements, and minimize costs.
- Notify Central Dispatch of available Linehaul Drivers and freight volume to be moved from the Service Center to other locations.
- Receive the daily Linehaul schedule identifying driver-to-load assignments from Central Dispatch and communicate assignments to Linehaul Drivers.
- Perform secretarial and reporting functions for Service Center leadership.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
