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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