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Customer Service Rep

Memphis, TN, USA Req #909
Friday, July 17, 2020

GENERAL SUMMARY:

 

Processes customer inquiries and enters on demand runs into the system in a professional, proficient and economical manner.  Performs operational duties as prescribed by the Administrative Supervisor and/or Branch/Regional Manager to ensure timely completion of special projects.  Responds to and reports all security and policy violations to the Administrative Supervisor and/or Branch/Regional Manager. 

 

 

PRINCIPAL DUTIES AND RESPONSIBILITIES (The below listed duties are not all inclusive.  This position must also perform other duties as assigned.):

 

  1. Answer the telephone professionally within two rings using the company’s standard greeting.

  2. Direct the caller to the appropriate person.

  3. When the caller wants to place a run, process that run in a timely, professional manner.

    1. Find out who will be billed for the run.  Verify this if different from the person calling.

    2. Always note the caller’s first and last name.

    3. Note the caller’s phone number in case they must be called back for more information.

    4. Ask the complete pickup and delivery addresses with zip codes and phone numbers. 

    5. Always ask if the customer uses a reference number such as a department number, job number, or name to identify the order by.

    6. Ask what service type they want.  Quote the cost to the customer.  When appropriate, recommend Express service.  If out-of-town service, note the mileage in the proper field.

    7. Be sure all pricing zones are entered so the run will rate.

    8. Be sure any quote given the customer is noted on the ticket so the billing department can rate the run correctly.

    9. Ensure correct order entry.

  4. If assigned specific accounts, handle all runs, billing, and paperwork as required for those accounts.

  5. Enter freight forwarding runs that are faxed, including completing air bills when necessary.  Match air bills to the fax and file, including any additional paperwork the Independent Contractor has for that run.

  6. Collect and process customer paperwork from the Independent Contractors, adding customer numbers and control numbers for billing.  Forward paperwork to the corporate office on a weekly basis to be included with customer invoices.

  7. Set up new customer accounts in the system.  Fax Credit Applications to callers looking to set up a customer account.

  8. Process credit card orders.  Assist in closing out credit card machine as necessary.

  9. Resolve customer service concerns in a professional and expeditious manner.  If unable to resolve the concern, forward the customer to the proper company representative.

  10. Provide Proof of Deliveries accurately and in a timely manner.

  11. Research discrepancies and other issues for the customer or the corporate office as needed.

  12. Assist operations and sales department regarding special requests as outlined by the Administrative Supervisor and/or Branch/Regional Manager.

  13. Recommend improvements for security and operations to immediate supervisor.

  14. Process miscellaneous projects and tasks as prescribed by the Administrative Supervisor and/or Branch/Regional Manager.

     

         

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

Education Required: High school diploma.

 

Experience Required: Two years’ customer service experience preferred.

 

Abilities Required: Strong organizational skills, the ability to handle a high volume of incoming calls, and the ability to complete multiple tasks simultaneously.  Must have a professional demeanor with customers and office personnel in person and on the telephone.  Must have the desire to identify and satisfy customer needs.

Other details

  • Pay Type Hourly
  • Memphis, TN, USA