Customer Service Coordinator

KLLM Transport Services•Richland, MS

3d•Onsite

About The Position

The Customer Service Coordinator is responsible for performing customer service functions related to the business, including daily hands-on customer-related situations, account development, and ensuring customer satisfaction. This role involves receiving detailed customer load information, accurately inputting it into the operating system, and serving as the primary point of communication for customers, referring them to appropriate departments as needed. The coordinator must utilize exceptional telephone skills to maintain a quality image and ensure customers are treated courteously and efficiently. Responsibilities include monitoring and tracing loads to proactively address potential issues affecting on-time pickup or delivery, managing service issues by researching and coding failures, and anticipating/facilitating problem resolution to meet customer expectations. The role also involves assisting in maintaining current customer information, communicating service issues and opportunities to the sales department, and effectively communicating with customers, operations personnel, and executive management. The Customer Service Coordinator is expected to perform other reasonable job duties as assigned by the Director of Customer Service and to abide by KLLM's policies and procedures, including regular attendance and production requirements.

Requirements

At least 2 years of recent customer service experience
Demonstrate how they have developed and maintained effective customer relationships, resolved customer problems and complaints and ensured customer satisfaction
Must be able to demonstrate the skills outlined in Job Description
HS Diploma or Equivalent
Demonstrated keyboarding, data entry, and 10-key experience
Excellent communication skills both verbal and written
Excellent organizational skills

Nice To Haves

Transportation industry and Logistics experience preferred
Working knowledge and experience with AS400 and EDI is preferred
Ability to thrive and enjoy in fast paced environment

Responsibilities

Perform customer service functions related to the business
Responsible for daily hands-on customer related situations, account development and customer satisfaction
Commit to and receive detailed customer load information by telephone, fax or electronic tendering
Accurately and timely input all load information into the operating system
Serve as customer’s first line of communication and refer customers to the proper departments as necessary
Use exceptional telephone skills to present a quality oriented image where the customer is treated in a consistent, courteous and efficient manner so that the impression reflects excellence
Monitor and trace loads so that follow up can be made to the customer regarding issues that could effect on-time pick up or delivery
Manage service issues by researching and coding all applicable service failures in the system
Anticipate and facilitate problem resolution on all load issues to meet or exceed total customer expectation
Assist in collecting and maintaining current customer information in the operating system
Communicate service issues, declined business and new business opportunities to the sales department
Communicate effectively and professionally with customers, operations personnel and executive management
Perform any other reasonable related job duties as required by customer as assigned by Director of Customer Service