Customer Service Rep I (Mon-Fri 8am-4pm)

RK Logistics Group, Inc-posted 2 months ago
East Farmingdale, NY
251-500 employees
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On Time Trucking, Inc. (OTT) is seeking an experienced and detail-oriented Customer Service Representative to join our team. This role is integral to the efficient management of freight operations. The ideal candidate will demonstrate a high level of professionalism, excellent communication skills, and the ability to manage multiple systems to ensure smooth and accurate processing of freight and customer interactions.

  • Manage the handling of appointment freight for accounts and oversee all related operations for various accounts as assigned.
  • Ensure seamless communication and timely updates across multiple platforms.
  • Accurately process inbound paperwork and enter manifests into Sage/Peachtree.
  • Monitor and track all appointment freight, entering critical information into any systems pertaining to assigned accounts.
  • Answer incoming customer phone calls, addressing inquiries and resolving issues promptly.
  • Provide exemplary customer service to both internal teams and external clients, ensuring satisfaction and efficient problem resolution.
  • Enter exceptions from inbound manifests into the system, ensuring all discrepancies or issues are properly documented and escalated when necessary.
  • Pull pickups from the system and provide the necessary information to dispatch.
  • Process and track inbound trailers, ensuring proper entry into Sage/Peachtree and TMS systems.
  • Coordinate with relevant teams to manage any outstanding issues with incoming freight.
  • Manage OS&D (Overages, Shortages, and Damages), including refusals, clearances, reconsignments, returns, and related tasks.
  • Ensure timely resolution and accurate documentation of all OS&D cases.
  • Review and manage undelivered reports, working with the appropriate teams to resolve any outstanding delivery issues efficiently and accurately.
  • Provide coverage for other customer service representatives in their absence ensuring consistent service and support across the team.
  • Manage appointment scheduling for high-priority projects by coordinating accounts as needed to secure timely delivery windows.
  • Monitor and track the expiration of COIs, ensuring all relevant documents are updated in a timely manner.
  • Minimum of 2 years in customer service, preferably within the transportation, logistics, or supply chain industry.
  • Prior experience with transportation management systems is highly desirable.
  • Proficiency with Excel and TMS systems is required.
  • Familiarity with Sage/Peachtree is a plus.
  • Strong computer skills, including proficiency in Microsoft Office Suite (Excel, Word, Outlook).
  • Exceptional verbal and written communication skills.
  • Strong organizational skills with the ability to manage multiple priorities and tasks simultaneously.
  • Detail-oriented with a commitment to accuracy in data entry and documentation.
  • Ability to analyze complex situations, resolve discrepancies, and identify the best course of action to maintain workflow efficiency and customer satisfaction.
  • Able to collaborate effectively with colleagues across various departments.
  • Dependable, with the ability to adapt to changing priorities and deadlines.
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