Customer Service Representative 2

Southeastern Freight Lines•Tulsa, OK

About The Position

As the Customer Service Representative 2, you will be responsible for handling hundreds of incoming customer service live chats from external customers and incoming customer service emails from external and internal customers. To excel in this role, you must have strong verbal and written communication skills. Receive, and follow through to completion, incoming customer service inquiries. These inquiries include, but are not limited to, tracing shipments; scheduling pickups; problem resolutions; Over, Short, and Damaged (OS&D) inquiries; pickup system inquiries; and appointment scheduling for delivery of 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. Provide rate quotations on roll over calls if requested. 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. To qualify for this role, candidates must have at least 1 year of customer service experience, either face to face or over the phone. A High School Diploma or GED is required. Preferred candidates will have 2 years of customer service experience, either face to face or over the phone, and previous experience in the transportation industry. Work Shift Second Shift http://www.youtube.com/watch?v=xZc1A8aeshc Working with Southeastern Freight Lines is more than just a job — it becomes a part of who you are. Family founded in Columbia, South Carolina in 1950, Southeastern Freight Lines is a privately held, industry leading provider of LTL (Less Than Truckload) services throughout the Southeast. Our expertise of combining quality service and award-winning logistics has led to the growth of Southeastern generating over 1.7 billion in annual revenue, with over 10 million shipments per year. This would not be possible without our esteemed team of over 8,800 professionals — the true backbone of our company. At Southeastern, we are doing much more than providing shipping services. We are pioneering a new generation of logistics professionals, cherishing wisdom from the generation that brought us success, giving back to our communities, and living our culture. We prioritize serving others first, valuing each other completely, and always doing the right thing. Southeastern Freight Lines provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, pregnancy, genetics, protected veteran status, military status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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.
Strong verbal and written communication skills.

Nice To Haves

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

Responsibilities

Handling hundreds of incoming customer service live chats from external customers and incoming customer service emails from external and internal customers.
Receive, and follow through to completion, incoming customer service inquiries.
Tracing shipments
Scheduling pickups
Problem resolutions
Over, Short, and Damaged (OS&D) inquiries
Pickup system inquiries
Appointment scheduling for delivery of 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.
Provide rate quotations on roll over calls if requested.
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.