Customer Service Administrator 3

Southeastern Freight Lines•Jacksonville, FL

About The Position

The Customer Service Administrator 3 performs high-level clerical duties supporting Service Center operations. The role may specialize in or combine activities involving Over, Short, & Damaged (OS&D), Linehaul dispatch, and administrative support. It investigates freight overages, shortages, and damage; responds to questions and complaints about services, billing, credit ratings, and merchandise; monitors undelivered freight; traces shortages; identifies billing and rating errors; provides rate quotes; and prepares daily shipper account reports. The position also answers freight-status calls, coordinates Linehaul activity to use equipment and personnel effectively while meeting Company and customer requirements and minimizing costs, communicates driver and freight availability to Central Dispatch, relays driver-to-load assignments, and performs secretarial and reporting functions for Service Center leadership. Pay is $23.98–$29.15 per hour and may vary based on location and experience. The work shift is First Shift.

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 involving overages, shortages, and damaged freight.
Answer questions and complaints regarding services, billing, credit ratings, and merchandise.
Monitor the Undelivered Freight Report daily and follow up on 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 use 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 from Central Dispatch and communicate driver-to-load assignments to Linehaul Drivers.
Perform secretarial and reporting functions for Service Center leadership.