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

RK Logistics Group, Inc•East Farmingdale, NY

About The Position

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.

Requirements

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 Peachtree is a plus. Strong computer skills, including proficiency in Microsoft Office Suite (Excel, Word, Outlook).
Exceptional verbal and written communication skills. Ability to communicate effectively with both customers and team members, ensuring clarity and professionalism at all times.
Strong organizational skills with the ability to manage multiple priorities and tasks simultaneously. Must be 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 and provide coverage for team members as needed.
Dependable, with the ability to adapt to changing priorities and deadlines. Flexibility to assist with various duties and provide coverage when necessary.

Responsibilities

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 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 Peachtree and TMS systems. Coordinate with relevant teams to manage any outstanding issues with incoming freight.
Take charge of managing 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. Work closely with internal teams to ensure compliance with insurance requirements.
Other duties as assigned.