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					                                        Job Description – Customer Service Representative (CSR)

Division/Department:             Operations – Customer Service
                                 Country               State            City
Location:
                                 United States         Texas            McAllen
Job Title:                       Customer Service Representative (CSR)

Reports to:                      Customer Service Manager

Level/Grade:                     5        Type of position: Full-time            Hours: 45-55 / week

GENERAL DESCRIPTION

Position is available for high call volumes while maintaining a rapid response rate and assist customers in scheduling freight
pick-ups. The position asks all necessary questions, while tracing freight as needed, to provide customer with current
location of freight and estimated date and time freight would reach final delivery. Position maintains customer service
reports, assists, and supports specific accounts as assigned. The position’s key element is to provide the primary objectives
with quality customer service on every call representing the company in a professional manner.

 MAIN RESPONSIBILITIES


       Communicates with customers by phone or via e-mail and receives orders for transport
       Fills out contract, quotation, and shipping forms, determines charges for product requested, prepares change of
        address records, and issues change orders
       Arranges for and coordinates transportation of product to customer as required
       Expedites (continuously) and reports (daily-as required) on shipping order status.
       Adjusts complaints concerning billing, referring complaints of service failures (Non-Conformance Reports) to
        designated departments for investigation
       Coordinates purchases (within limits) on services in support of orders
       Solicits sale of new or additional services
       Understand and comply with all Safety and Environmental requirements
       Coordinates customer service needs with other in-house departments such as Driver Managers, Load Planning, and
        Equipment Control
       Assist the customer service department in meeting or superseding all assigned KPI’s
       Perform other duties as required by Supervisor within the physical constraints of the job.




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                                              Job Description – Customer Service Representative (CSR)




WORK EXPERIENCE REQUIREMENTS – QUALIFICATIONS AND MANDATORY SKILLS


        Minimum three (1) years experience as a CSR, truckload broker, freight consolidator, freight forwarder, or load
         planner
        Strong written and verbal communication skills
        Strong systems aptitude and must be proficient in Microsoft Office applications, with emphasis on Outlook, Word and
         Excel
        Applied knowledge of a transportation/logistics as well as import/export
        Applied knowledge of Transportation Operations and Supply Chain Management
        Strong organizational and time management skills
        Candidate must be dependable, be at work on-time, be able to handle themselves professionally in a customer
         service environment


    Additional Knowledge, Skills, and Abilities
    Bi-lingual – English/Spanish: oral, written, and comprehension
    Good PC skills to include MS-Word, MS-Excel, MS-Outlook
    SAP or other ERP experience a plus



EDUCATION REQUIREMENTS

 High School Diploma
 Bachelor’s Degree in Business Administration or Post Secondary education in Transportation and/or Logistics Preferred




REVIEWED BY: ADRIAN RAMIREZ                                                                          Title   Customer Service Manager

APPROVED BY: JUAN M. PEREZ                                                                           Title   Human Resources Manager

DATE POSTED: 4/8/2011

DATE HIRED: 4/8/2011




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