Service Center CSR Freight Industry - 3rd Shift
About the position
Responsibilities
- Manage customer inquiries by phone or email professionally
- Provide rate quotes for potential shipments
- Process pick-up requests, forms, and applications and dispatches
- Interact with other departments to resolve customer-related matters
- Provide customers with product and service information
- Record details of inquiries, comments, complaints, and actions taken
- Identify and escalate priority issues
- Open and maintain customer accounts by recording account information
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Maintain financial accounts by processing customer adjustments
- Recommend potential products or services to management by collecting customer information and analyzing customer needs
- Prepare product or service reports by collecting and analyzing customer information
- Contribute to team effort by accomplishing related results as needed
- Manage large amounts of incoming calls
- Identify and assess customers' needs to achieve satisfaction
- Build sustainable relationships of trust through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Meet personal/team sales targets and call handling quotas
- Handle complaints, provide appropriate solutions and alternatives within the time limits
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Go the extra mile to enhance customer satisfaction
- Resolve customer complaints via phone and/or email
- Use service center telephones to reach out to customers and verify account information
- Greet customers warmly and ascertain problem or reason for calling
- Advise on company information
- Place or cancel orders
- Answer questions about Daylight services with accuracy and courtesy
- Act as the company gatekeeper
- Inform customers of deals and promotions
- Utilize computer technology to handle high call volumes
- Work with customer service manager to ensure proper customer service is being delivered
- Close out or open call records
- Compile reports on overall customer satisfaction
- Read from scripts
- Handle changes in policies or renewals
Requirements
- High school diploma, general education degree or equivalent
- 1 year of customer service experience
- Ability to read and comprehend simple instructions, short correspondence and memos
- Ability to write simple correspondence
- Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
- Apply common sense understanding to carry out detailed but uninvolved written or oral instructions
- Ability to deal with problems involving a few concrete variables in standardized situations
- Computer literate, PC and mainframe; working knowledge of MS Word and Excel
- Effective time management skills
- Achievement oriented/goal directed
Nice-to-haves
- Experience in a fast-paced customer service environment
- Familiarity with shipping and logistics industry
Benefits
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Vision insurance
- Paid time off such as sick days and vacation days
- Life insurance
- Long term disability insurance
- Short term disability insurance
- Wellness programs
- Relocation assistance
- Commuting/travel assistance
- Telecommuting options
- Workplace perks such as recreation activities, food and coffee, and flexible work schedules
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