Customer Service Representative, Transportation

Americold • Rochelle, IL

10h

About The Position

Primary Responsibility :

Coordinate appointment scheduling, tracing, expediting, load processing and provide customer service to both internal and external customers.

What You’ll Do :

• Provide high-volume problem-resolution for customers, warehouses and carriers.
• Enter shipping / delivery appointments into TMS / WMS.
• Enter stop order changes sent back from transportation companies.
• Work with shippers’ customer service representatives on exceptions, rush orders and order changes.
• Complete the data entry of load appointments, changes, and follow-ups. Build or enter orders (ad hoc) for billing purposes and customer orders.
• Maintain updated Status Edit and Volume Reports to ensure all loads are empty and closed.
• Notify customer service representatives of any service failures.
• Follow up and track all rescheduled appointments and late deliveries.
• Provide problem resolution and customer service for vendors, customers, and consignees, etc.
• Work with carriers to improve performance and resolve issues.
• Resolve scheduling issues.
• Work with carriers to improve performance and resolve issues.
• Review and reconcile variances between carrier invoices and system charge calculations.
• Communicate and coordinate with shipping warehouses and regional transportation personnel on charges created or approved by the field. Places and follows up with operations through internal communication systems.
• Monitor AR with information on carrier changes when the Customer needs to be invoiced.
• Provide Proofs of Delivery when needed by Customer.
• Review carrier aging report, process aged invoices and correct as needed.
• Process and audit carrier balances due invoices.
• Process and audit overcharge claims.
• Tracking, tracing and processing detention orders
• Follow attendance policy, show up for work on time and ready to work assigned shift.
• Other duties as requested.

Requirements

• High school diploma or general education degree (GED) or at least one year related work experience.

Nice To Haves

• Associates Degree Preferred
• Ability to work in fast-paced, deadline-oriented environment.
• Experienced with Warehouse Management System
• Experienced with Microsoft Office, including Word and Excel
• Good customer service skills
• Ability to communicate effectively with variety of individuals
• Ability to pay close attention to detail.
• Strong problem solving skills.
• Ability to deal with customers who may be upset.
• Ability to work in a fast paced environment.
• Ability to handle multiple tasks at the same time.
• Ability to handle difficult situations with internal and external customers.
• Flexibility and initiative.
• Customer service oriented.
• Must be able to relate to other people beyond giving and receiving instructions: they must get along with co-workers without exhibiting behavioral extremes; perform work activities requiring reasoning, negotiating, instructing, persuading, or speaking with others; and respond appropriately to criticism from a supervisor.
• Tools and Technology: Calculators or accessories, Desktop computers, Electronic mail software and Spreadsheet software

Responsibilities

• Coordinate appointment scheduling
• Tracing
• Expediting
• Load processing
• Provide customer service to both internal and external customers
• Provide high-volume problem-resolution for customers, warehouses and carriers
• Enter shipping / delivery appointments into TMS / WMS
• Enter stop order changes sent back from transportation companies
• Work with shippers’ customer service representatives on exceptions, rush orders and order changes
• Complete the data entry of load appointments, changes, and follow-ups
• Build or enter orders (ad hoc) for billing purposes and customer orders
• Maintain updated Status Edit and Volume Reports to ensure all loads are empty and closed
• Notify customer service representatives of any service failures
• Follow up and track all rescheduled appointments and late deliveries
• Provide problem resolution and customer service for vendors, customers, and consignees, etc.
• Work with carriers to improve performance and resolve issues
• Resolve scheduling issues
• Review and reconcile variances between carrier invoices and system charge calculations
• Communicate and coordinate with shipping warehouses and regional transportation personnel on charges created or approved by the field
• Places and follows up with operations through internal communication systems
• Monitor AR with information on carrier changes when the Customer needs to be invoiced
• Provide Proofs of Delivery when needed by Customer
• Review carrier aging report, process aged invoices and correct as needed
• Process and audit carrier balances due invoices
• Process and audit overcharge claims
• Tracking, tracing and processing detention orders
• Follow attendance policy, show up for work on time and ready to work assigned shift
• Other duties as requested

Benefits

• Our associates know the answer to the question What’s in it for me We offer best-in-class benefit programs and continuously work with our associates to ensure that our offerings meet the needs of their health and financial well-being.
• When you join Americold you join a values-oriented company with a clear mission. We help our customers feed the world.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED