Customer Service Representative

ABCO • Ocala, FL

2d

About The Position

This role serves as the first line of communication for customers, managing their needs by resolving service issues or referring them to the appropriate departments. The representative will communicate and receive detailed customer load information via various channels, accurately input this information into the operating system, and monitor/trace loads to proactively address potential issues affecting on-time pickup or delivery. A key aspect of the role involves updating customer websites with necessary information, building and maintaining strong relationships with customers, and researching/coding service failures. The position also requires negotiating and preparing rates, facilitating problem resolution for load issues, and assisting in maintaining customer information. Effective and professional communication with customers, operations personnel, and executive management is essential, along with performing any other assigned duties.

Requirements

• Ability to multi-task in a fast-paced environment; attention to detail critical
• Ability to communicate effectively both in person and on the phone with customers, internal and external business partners and drivers providing concise instruction or information
• Ability to manage complex transactional or emotional customer situations promptly and professionally meeting commitments for service and assistance
• Ability to develop relations with internal and external customers and drivers
• Ability to adhere to all company, state and federal regulations, policies and procedures
• Ability to read, write and speak English fluently

Nice To Haves

• Bi-lingual Spanish a plus

Responsibilities

• Serve as the first line of communication for customers, managing customer needs including resolving service issues or referring customers to the proper departments as necessary to ensure their issues are resolved
• Communicate and receive detailed customer load information by telephone, fax, customer websites, or electronic tendering
• Accurately and timely input all load information into the operating system
• Monitor and trace loads so that follow up can be made to the customer regarding issues that could effect on-time pick up or delivery
• Precisely update customer websites with the necessary information to exceed customer expectations
• Effectively maintain, build and grow relationships with existing and/or new customers
• Manage service issues by researching and coding all applicable service failures in the system
• Negotiate and prepare rates to potential business partners and customers
• Anticipate and facilitate problem resolution on all load issues to meet or exceed total customer expectation
• Assist in collecting and maintaining current customer information in the operating system
• Communicate effectively and professionally with customer, operations personnel and executive management
• Perform any other reasonable related job duties or tasks as required or assigned by management

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed