Customer Service Time Critical Rep.
Estes Express Lines
Job SummaryMonitor and manage all aspects of guaranteed shipments to ensure service and invoicing accuracy, e.g., identify shipment delays and resolutions; expedite when in network coverage is unavailable. Documents all actions as required in notes and shipment records. Immediately escalates issues as appropriate. Determines (by retrieval or calculation) based on profit vs. cost and ability to re-quote customer a new rate to book ground expeditor service and communicates transportation solution rates and service times in a quick and accurate manner. Ensures signed contracts are in place prior to all bookings. Supports external and internal customers with a sense of urgency and in a professional manner. Responds to phone calls and emails in a timely manner. Resolves problems and creates Win-Win situations for the customer and Estes. Identify and resolve service issues and provide direction to field terminal management and staff to achieve guaranteed service deadlines. Prepare and process reports and high volumes of data relating to guaranteed shipments accurately and timely. Perform detailed audits of data and documents to detect defects relating to data accuracy. Document and correct the defects and communicate root cause as required. Perform root cause analysis and document time critical guaranteed shipment failures. Enter failure data into management reporting data base. Maintain a friendly, positive and supportive attitude when working with external and internal customers, peers and management. Be a team player by being flexible, supportive and assisting others when needed Serve as a liaison between the Customers, Solution Center, Time Critical Center, Estes Terminal Personnel, Account Manager and Central Dispatch Follow all workplace rules. Logs in and out of phones and timekeeping systems as required. Adheres to work schedule assigned. Regular attendance is required.This is not an all-inclusive list of job requirements and/or duties and may not contain all mental and physical capabilities necessary to perform the job at all times due to circumstances. Operational, safety and other needs may require the employee to perform any and all other duties as assigned. Employees are expected, and must be able to perform all such duties and tasks.QualificationsHigh School GED or any combination of education and experience which would provide an equivalent background requiredStrong 10-key by touch ability requiredAbility to work independently or in a team setting, in a fast-paced environment requiredMust be flexible with working any shift within our business hours of 5:00AM to 9:00PM to support business needs requiredMust possess strong verbal, listening & precise written communication skills requiredMust be able to communicate in a positive, enthusiastic manner even under adverse conditions requiredMust be self-directed & detail oriented in a fast-paced environment requiredAbility to quickly learn computer applications related to shipment management related data bases preferredPrevious experience with customer service or sales in a call center environment preferredGood computer skills, including Microsoft Word & Excel preferredMust be able to multitask preferredMust have a good math and geography aptitude preferredMust work with a sense of urgency and possess exceptional organizational skills preferredMust be dependable and able to meet deadlines preferredMust be able to lift approximately 20 lbs., or more if required by the essential functions of the jobMust be able to comply with all company policies, rules, procedures and Code of ConductMust be able to interact well with othersMust be able to work independently, or in a team settingMust be capable of working under tight time constraints in a high volume environment with multiple prioritiesResponds well to questions; Ability to read, interpret and comply with written information and documents such as safety rules, operations / procedure manuals and maintenance instructions with a high comprehension and concentration level to include the ability to meet deadlinesMust pass a pre-employment drug screen, random drug and/or alcohol tests, and will be subject to a criminal history background checkMust be authorized to work in the United StatesPhysical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. The employee is frequently required to sit and use hands to finger, handle, or feel or operate computers and other standard office equipment. The employee is occasionally required to stand, walk, lift, twist, turn and reach with hands and arms. The employee must be capable of lifting a minimum of 20 lbs., or more if required by the essential functions of the job.Work EnvironmentThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment ranges from quiet to loud as required by the essential functions of the job.