Customer Service Representative

Five Star Trucking•Willoughby, OH

12d•Onsite

About The Position

Our Customer Service Representatives are responsible for scheduling and tracking all shipment appointments, updating customers on shipment status, answering and resolving any other related Issues brought by customers or carriers. We expect our Customer Service Representatives to provide excellent customer throughout all phases of the contract life cycle. This position will we report into the Operations Manager.

Requirements

High School Diploma or Equivalent Experience
One (1) year experience in customer service, trucking/transportation industry knowledge preferred
Experience with Computers, Windows, Microsoft Office Suite (Word, Excel), GSuite (gmail, drive, sheets, etc), and industry specific software
Excellent customer service skills and telephone etiquette
Tactful Team Player with a Positive Attitude and high level of patience, often under difficult circumstances
Efficient juggling multiple priorities
High degree of accuracy with data entry and attention to detail
Possess ability to think decisively
Effective listening and strong communication skills interacting with drivers, carriers, customers and company staff
Ability to organize, prioritize and problem solve
Must be a team player, set the example.
Able to work in a fast-paced, detail oriented environment
Desire to improve and grow, always looking for more opportunities (Our referral commission program should help provide some motivation too)
Basic knowledge multi-state geography
Proficiency in English

Nice To Haves

trucking/transportation industry knowledge preferred

Responsibilities

Maintain consistent and positive customer service image when interacting with clients
Coordinate and schedule all necessary pick up and delivery appointments for our valued carriers based on customer requests
Research issues and redirect issues to right resources or escalate urgent issues
Accurately update internal transportation management systems and external customer portals to the timely delivery of customer freight
Develop, maintain, and expand relationships between clients and Five Star Trucking.
Build strong customer service relationships with Five Star Trucking clients.
Translate customer requests into actionable deliverables for Five Star Trucking’s valued carriers
Work with carriers to coordinate and schedule needed pick up and delivery appointments
Leverage qualitative resources to help research core customer issues
Ability to recognize and understand when to redirect issues to correct resources or escalate urgent issues
Have fore thought to take initiative/be proactive to address issues to minimize negative impact
Follow up with key employees and customers in a timely manner.
Ability to effectively communicate any updates, changes, and next steps
Accurately update internal transportation management system and external customer portals with information critical to the timely delivery of customer freight.
This includes, but not limited to, scheduled appointments and other critical information
Provide customers with proof of delivery when requested by customers
Ability to identify, prioritize, and address multiple priorities in a fast paced environment.
Ability to display both active listening and communication abilities; written and verbal.
Effectively communicate across cross-functional team of drivers, carriers, customers and company staff
Must be able to enter data effectively and accurately into various stakeholder systems (internal transportation management system, external customer portals, etc).
Represent Five Star’s mission and values with a proactive, can-do attitude.
Exhibit a learning mindset to pick up, grow, and develop necessary skills and knowledge for the Customer Sales Representative position.