Customer Service Representative

Department: Operations

Job Status: Full Time

Positions Supervised: None

Work Schedule: Monday – Friday with rotating Saturday schedule.

Reports To: VP of Operations

Amount of Travel Required: None

POSITION SUMMARY

Customer Service Representative & Planner is responsible for planning and assigning loads in a region based on the benefit to the driver and location while maximizing profits to the company as well as maintaining our excellent customer service record.

ESSENTIAL FUNCTIONS

• Matches and assigns loads to trucks based on the best utilization of company trucks/equipment.
• Works with fleet managers to ensure drivers have enough hours to deliver the load legally, safely, and on-time.
• Works diligently to minimize empty miles (deadhead) and maximize loaded miles.
• Assists in maintaining our excellent customer service record by continually communicating with customer service, fleet managers, and truck drivers to ensure freight is picked up and delivered on-time according to the specified customer instructions and deadlines.
• Works with fleet manager to assess load problems which arise when drivers oversleep, quit, get lost, have an accident, run out of driving / work hours, etc. and reassigns loads when necessary.
• Confirms trailers on yard checks.
• Provides sales support by supporting lane commitments and volumes.
• Assists in meeting specific customer needs by ensuring the correct equipment and volume of trailers are at each customer.
• Assists fleet managers in obtaining miles for their drivers, getting drivers home on-time for their scheduled "home- time", and other special driver requests.
• Confers with customers by telephone, email, or in-person in order to provide information about company services, take orders or cancel accounts, and obtains details of any complaints.
• Schedules and books freight and confirms customer pick-ups and deliveries.
• Negotiates with customers and freight brokers for better rates.
• When booking broker loads understanding the cost and what the product is.
• Keeps record of customer interactions and transactions, recording detail of inquiries, complaints, and comments (as well as action taken).
• Resolves customer service or billing complaints.
• Checks to ensure that the appropriate changes were made to resolve customer's issue(s).
• Contacts customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
• Refers unresolved customer grievances to the designated department(s) for further investigation and follows up with those department(s) to ensure resolution.
• Determines charges for services requested, collects deposits or payments, or arranges for billing.
• Completes contract forms, prepares change of address records, and issues service discontinuance orders.
• Obtains and examines all relevant information to assess validity of complaints and to determine possible causes (such as extreme weather conditions) which could increase utility bills.
• Solicits sale of new or additional services.
• Recommends improvements in services and procedures to prevent future problems to management.
• Maintains a set group of customer and broker accounts.
• Grows the accounts by building a good working relationship with the customer and understanding the customer needs.
• Assists customers with questions and/or concerns by providing them with all needed information regarding their shipments and/or deliveries.
• Assists the billing department in tracking down missing bills of lading.
• Monitors customer trailer pools to ensure appropriate equipment needs are met.
• Rates all loads according to rate confirmations and contracts (including accessorial).
• Bills accessorial charges when needed.
• Monitors other regions when a planner is absent.

• Performs other duties as assigned or directed by Supervisor.

• J&R Schugel is an equal opportunity employer. All applicants will be considered for employment without regard to race, color, religion, sex, pregnancy, citizenship, national origin, ancestry, age, disability, military service, veteran status, genetic information, union membership, creed, marital status, familial status, sexual orientation, gender identity, status with regards to public assistance, membership in a local human rights commission, use of lawful consumable products or any other status protected by law. We are committed to fair and transparent pay practices for all employees. Compensation decisions can be based on experience, job responsibilities, and market pay insights. For information about our offered benefits please visit our benefits page

Requirements:

POSITION QUALIFICATIONSEducation

• High School Graduate or General Education Degree (GED).
• Bachelor's degree preferred (supply chain management, transportation, or logistics degree is optimal).

Experience

• Two or more years dispatch / driver management experience required in the trucking industry.
• Prior load planning experience desired.

SKILLS & ABILITIESComputer Skills

• Intermediate knowledge of Microsoft Word, Excel, and Outlook.
• AS400, Innovative software, and Qualcomm/GeoTab experience preferred.

Other Requirements

• Ability to type a minimum of 35 wpm.
• Able to read, write, and speak the English language fluently.
• Good written and verbal communications skills.
• Strong mathematical aptitude (addition, subtraction, multiplication, division).
• U.S. geography knowledge.
• Proven ability to promote teamwork.
• High levels of typing required.
• Knowledge of Federal Motor Carrier Safety Regulations (FMCSR) and Hours of Service (HOS) regulations.
• Able to multi-task.
• Proficient customer service skills.