Customer Service Representative 1

Southeastern Freight Lines • Lexington, SC

75d

About The Position

As the Customer Service Representative 1, you will be responsible for handling hundreds of incoming customer service telephone inquiries from external and internal customers. You will organize and schedule shipments for customers, transfer information to the Company’s internal system, and distribute revenue based on agreements and contracts. To excel in this role, you must have strong written and verbal communication skills. Receive, and follow through to completion, incoming customer service inquiries. These inquiries include, but are not limited to, tracing shipments; scheduling pickups and deliveries; problem resolutions; Over, Short, and Damaged (OS&D) inquiries; pickup system inquiries; and appointment scheduling for residential deliveries. Refer customers to respective service centers for follow-up as needed. Process roll over calls from service centers that are beyond administrative capacity. Serve all customer inquiries with excellence. Utilize a variety of software tools to navigate customer accounts, research and review policies, and communicate effective solutions in a fast-paced environment. Learn and utilize the National Motor Freight Classification. Prepare accurate quotes for customers and build estimates for potential shipments. Answer simple billing inquiries and make Freight Bill Corrections (FBCs) as needed. Educate customers on the Company’s technology (including the external website) and customer service enhancements. Maintain legible and organized records/notes and complete required paperwork in a timely manner. Retrieve and fax/email imaged documents and handle general administrative tasks for the Sales Department. Monitor website, email, and voice messaging systems for customer service opportunities as assigned.

Requirements

• At least 1 year of customer service experience, either face to face or over the phone.
• A High School Diploma or GED is required.

Nice To Haves

• 2 years of customer service experience, either face to face or over the phone.
• Previous experience in the transportation industry.

Responsibilities

• Handle incoming customer service telephone inquiries from external and internal customers.
• Organize and schedule shipments for customers.
• Transfer information to the Company’s internal system.
• Distribute revenue based on agreements and contracts.
• Receive and follow through to completion incoming customer service inquiries.
• Trace shipments and schedule pickups and deliveries.
• Resolve problems and handle Over, Short, and Damaged (OS&D) inquiries.
• Refer customers to respective service centers for follow-up as needed.
• Process roll over calls from service centers.
• Utilize software tools to navigate customer accounts and communicate solutions.
• Prepare accurate quotes and build estimates for potential shipments.
• Answer billing inquiries and make Freight Bill Corrections (FBCs).
• Educate customers on the Company’s technology and service enhancements.
• Maintain organized records and complete required paperwork.
• Retrieve and fax/email imaged documents.
• Monitor website, email, and voice messaging systems for customer service opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees