Customer Service Lead

Forward Air•Greeneville, TN

1d•Onsite

About The Position

The Customer Service Lead fields internal and external customer questions, complaints, and shipment tracking inquiries, while demonstrating the highest degree of courtesy, integrity, and professionalism to resolve customer and employee issues.

Requirements

Demonstrated ability to carry out assignments to their completion and meet deadlines
Ability to establish and maintain effective working relationships with employees and managers
Desire for a long-term career with an industry leading company
Ability to present and maintain a positive corporate image in a fast paced environment
Proactively establish and maintain effective working team relationships with all support departments
Must be proficient with Microsoft Office products including; Word, Excel, PowerPoint, Outlook, etc.
Ability to perform general administrative duties; file, perform data entry, photocopies, etc.
Ability to handle heavy work load and work well under pressure
High school diploma or GED equivalent

Nice To Haves

Ideal candidate will possess a “can do” attitude with a “will do” work ethic
Must have the ability to work in a fast paced environment
Strong verbal and written communication skills
Experience with AS400 operating systems is a plus
Transportation industry knowledge and experience is a plus
Computer skills, including MS Office/Excel, AS400 functions: air-bills, manifest, customer, customer service, reports, etc.

Responsibilities

Customer Escalations
Employee Questions
Employee Coaching Opportunities
Daily Reports
Training
Monitoring Calls/Emails in Queue
Phone/Email Coverage
Quality Checks
Monitoring/Assign Follow Up’s Daily
Assist with Monitoring Weekly Hours
Assisting with call and email volumes
Data entry (domestic and international bills)
Consistently monitor e-mail request and provide detail information in a timely fashion
Regular and flexible attendance
Other duties as assigned