Customer Service Representative - Amherst, WI

Britton Transport•Amherst, WI

34d

About The Position

The Customer Service Representative (CSR) is accountable for the company's relationship with the clients that he or she has been assigned. The CSR is the main contact in dealing with the coordination of freight and truck movement in a particular region. This would include many facets of the interface including guaranteeing quality of order entry and appointment making, relationship establishment and development, issue resolution and business level monitoring. In the most general sense, the CSR would be responsible for maintaining an exceptional contact with the client's needs. Day to Day Customer Contact: The CSR will be a single point of contact between their assigned customer(s) and Bison USA - ensuring that the customer's needs are properly understood and served. The communication between the CSR and the customer includes (but not limited to): order acceptance, tracing, claim awareness/facilitation, cost recovery, trailer pool management, solving ad-hoc request and updating internal and external persons with required information. Through effective communication, the CSR will ensure that the customer understands their own needs and that they receive a consistent of service delivery- thereby adding value to their relationship with Bison USA. Operations Responsibilities: The CSR should aid in the translation of customer needs into positive action by the company. The CSR must work with planning personnel to ensure maximum equipment utilization while maintaining targeted customer service levels The CSR is responsible to work with their clients along with the corresponding shippers and consignees to manage scheduling in order to meet the needs of the customer as well as Bison USA's operation The CSR should ensure Bison USA has access to as much business as required for maximum utilization, by working proactively with their clients. The CSR has the opportunity to affect the quantity and quality of business Bison USA does for a particular client Relationship Building: The CSR will be responsible for fostering a strong relationship with all client personnel who require day-to-day service form our company Level of Service: The CSR must know the level of service that their client requires on any single shipment, and for their business overall. This level of service may regularly have to be reported to internal and external clients. The CSR is responsible for "highlighting" significant level of service issues and initiating the necessary corrective action Data Entry/Order Acceptance/Appointment Making The CSR is accountable to enter designated orders for the assigned region, confirming all details are updated and the orders are complete for dispatch with all necessary information The CSR is accountable to ensure all shipping and delivery appointments are secured and updated in the system within the prescribed lead time The CSR must build relationships with shippers and consignees in order to manage appointment scheduling that meet the needs of the customer as well as Bison USA's operation Tracing: The CSR is responsible for updating customers on status of shipments as requested and producing and distributing regular reports of status for selected accounts In direction from the planning team, the CSR must communicate with customers to confirm when shipments are ready, scheduled to deliver, ETA of truck, etc.

Requirements

Excellent verbal and written communication skills
Excellent problem-solving skills
Excellent organizational skills
Strong attention to detail
Strong PC skills - Windows, MS Office Suite
Ability to work in a multi-task environment
Strong interpersonal skills
Demonstrated professionalism in all aspects of service provision to all organizational levels
Conflict Resolution

Responsibilities

Maintaining an exceptional contact with the client's needs
Being a single point of contact between their assigned customer(s) and Bison USA
Ensuring that the customer's needs are properly understood and served
Order acceptance
Tracing
Claim awareness/facilitation
Cost recovery
Trailer pool management
Solving ad-hoc request
Updating internal and external persons with required information
Ensuring that the customer understands their own needs
Ensuring that they receive a consistent of service delivery
Aiding in the translation of customer needs into positive action by the company
Working with planning personnel to ensure maximum equipment utilization while maintaining targeted customer service levels
Working with clients along with the corresponding shippers and consignees to manage scheduling in order to meet the needs of the customer as well as Bison USA's operation
Ensuring Bison USA has access to as much business as required for maximum utilization, by working proactively with their clients
Fostering a strong relationship with all client personnel who require day-to-day service form our company
Knowing the level of service that their client requires on any single shipment, and for their business overall
Reporting level of service to internal and external clients
Highlighting significant level of service issues and initiating the necessary corrective action
Entering designated orders for the assigned region, confirming all details are updated and the orders are complete for dispatch with all necessary information
Ensuring all shipping and delivery appointments are secured and updated in the system within the prescribed lead time
Building relationships with shippers and consignees in order to manage appointment scheduling that meet the needs of the customer as well as Bison USA's operation
Updating customers on status of shipments as requested and producing and distributing regular reports of status for selected accounts
Communicating with customers to confirm when shipments are ready, scheduled to deliver, ETA of truck, etc.