Customer Service & Traffic Support

Draper•Spiceland, IN

30d

About The Position

We are looking for interested and qualified candidates for a Customer Service/Traffic Support position. This is a full-time hourly position with a standard schedule of 8 a.m. to 5 p.m. Monday through Friday. The individual in this role will be the liaison between Draper and the customer for transportation related issues. This role provides continuous feedback to the customer; address's freight tracking, overage, shortage, and damage issues; researches cause of claims; analyzes root causes; determines resolutions; and communicates findings to management. The primary responsibilities and minimum qualifications are listed below.

Requirements

Minimum two years customer service, LTL experience or one year OS&D experience.
Professional phone etiquette.
Ability to manage stress effectively.
Experience with working in fast paced environments while maintaining attention to detail.
Team oriented.
Excellent data analysis, problem solving and analytical skills to process data, identify errors, provide root causes, and drive corrective action measures.
Proficient knowledge of MS Office, including Word, Excel and Outlook

Responsibilities

Investigates and resolves issues as they occur by working with customers, carriers, sales and traffic clerks in a timely manner.
Responds to general inquires such as tracking and tracing in route freight.
Troubleshoots any delivery issues and communicates promptly with customers.
Deescalates tense situations with customers.
Schedules pick-ups for miss delivered freight or re-route in route freight.
Reviews the on-time report and all delivery receipts with exceptions from the previous day, proactively reach out to customers about any delay or issue found.
Identifies overages, shortages, and damaged freight.
Communicates with partner carriers and/or shippers for missing paperwork or freight.
Works with dock to determine corrective measures to prevent future claims.
Handles the disposition of the OS&D freight with the shipper.
Answers OS&D calls from customers.
Participates in proactive team efforts to achieve departmental and company goals.
Contacts customers to discuss or resolve OS&D/On-hand issues.
Generates OS&D reports.
Billing-OS&D/On-hand.
Issues notices of undelivered freight.
Completes all necessary paperwork.
Other Duties as assigned