Job Details

Customer Service Representative

Role Summary: Responsible for providing service and responding to customer inquiries for assigned positions according to established procedures and location requirements. Respond in a prompt, accurate, courteous, and poised manner in order to encourage positive business relationships between Everts Air Cargo and its customers. Effectively perform assignments and process work to meet established deadlines and performance goals.

Compensation: Starting at $19.00 p/hr

Employment Type: Regular

Schedule: M-F 11AM-8PM (M-F 8AM-5PM for Training)

FLSA Status: Non-Exempt

Essential Functions:

• Respond to customer inquiries regarding company services, regulations, transit information, procedures, and rates in a clear and concise manner via telephone, email, and in person interactions.
• Forward charter requests and oversized freight quotes to Sales.
• Provide customers with accurate shipping information by using TakeFlite and retrieve information from computers, hard files, manuals, and directories.
• Notify customers when freight payments are due and when shipments are ready for pickup.
• Keep records of payment notes, payment hold notifications, and freight pickup notifications in the comments section in TakeFlite.
• Accurately rate Air Waybills based off provided freight description using the commodities and rating system created by Everts Air Cargo. Research air bills for accounting or customer use as needed.
• Maintain cash drawer and daily sales report.
• Answer telephone, forward calls to the appropriate department, take messages when necessary.
• Update Sales with pertinent customer information.
• Advise customers of schedules, flight times, cutoffs, and shipping requirements.
• Encourage customer development by striving to turn informational calls into freight shipped and forwarding potential sales lead information to Sales.
• Assist other agents and departments as needed.
• Maintain confidentiality in all duties assigned.
• Provide training to new hires or other company personnel as needed. Assist with training new cargo, customer service, or other personnel.

Required:

• Valid Drivers License
• Knowledge of administrative and clerical procedures, work processing systems/software, managing files and records, designing forms, and other office procedures and related terminology.
• Ability to maintain confidentiality in all aspects of employment, including file and record maintenance.
• Knowledge of technology used for training purposes or possess an interest in learning the technological methods used in training.
• Requires the ability to understand, retain, and deliver information verbally and written.
• Requires the ability to maintain excellent customer/station agent relations, and to deal effectively with irate customers.
• Requires a courteous, helpful, and poised phone manner and possess excellent interpersonal skills.
• Requires the ability to make determinations quickly and under pressure.
• Requires good organizational attention to detail, and record keeping skills and also the ability to maintain current and updated information.
• Requires the ability to input and retrieve information from a database.
• Requires the ability to type 45+ wpm, as required by location.
• Requires the ability to be sedentary for extended periods of time as required by location.
• Must be able to perform multiple tasks simultaneously, such as talking on the phone and data entry.

Benefits Packet Includes: Group Medical/Vision/Dental/Life Insurance Coverage 401k Retirement Match Savings Plan