Job Details

Customer Service Representative

Service Excellence Representative

Position Profile

The Service Excellence Representative services as a primary point of contact for customers, drivers, dispatch, and terminal operations to support the efficient movement of freight through Alaska and the Lower 48. This position is responsible for coordinating shipment information, processing freight documentation, tracking cargo, resolving customer inquiries, and providing timely communication regarding transportation services and shipment status.

Essential Job Responsibilities and Results:

• Create and update freight bookings, bills of lading, and transportation orders.
• Assign customer shipment order(s) to a designated Carlile terminal dispatch group.
• Answer customer questions regarding transportation methods or other operational requirements.
• Track cargo and provide tracking information to customers.
• Research and resolve customer issues, discrepancies, delays and service concerns in a timely manner.
• Inform customers of applicable policies, schedule updates and regulations related to shipment.
• Arrange logistics spots, transloads, deliveries and pickups.
• Coordinate with dispatch, drivers, terminals, and internal departments to ensure timely freight movement.
• Maintain accurate shipment documentation and data entry within transportation management systems (TMS).
• Time-sensitive problem solving.
• Create new accounts and update new contact information to existing accounts.
• Run, review, and audit various reports for customers and internal operational use.
• Build positive, collaborative relationships with internal employees and departments.
• Perform accurate and efficient data entry/keyboarding while maintaining attention to detail.
• Assist Documentation in getting signed bills of lading, scanning and attaching.
• Report on developing market conditions, service issues and competitive activities.
• Communicate proactively regarding shipment delays, weather impacts, or service disruptions.
• Ensure compliance with Company procedures, transportation regulations and customer requirements.

Qualifications

• High School Diploma or GED required.
• Associate degree in Logistics, Supply Chain Management, or a related field, preferred.
• Minimum of 2 - 3 years of customer service, transportation, or logistics experience preferred.
• Experience using Transportation Management Systems (TMS), dispatch software, or related operational systems preferred.

Knowledge, Skills, and Abilities

• Excellent customer service skills.
• Excellent written, verbal and listening communication skills.
• Good match skills.
• Good organizational skills.
• Must be a team play.
• Ability to multi-task and prioritize.
• Ability to work with little or no supervision.
• Must have knowledge of internet and search sites.
• Ability to work flexible hours.
• Computer literate, with ability to utilize standard software applications and be proficient in Windows and MS Office Suite (Outlook, Word, PowerPoint and Excel) and E-service center and E-commerce web-based applications.

Judgement

• Independent judgement and work prioritization skills in a high pressure environment, while simultaneously managing various work assignments.

Communication Skill

• Demonstrated ability to communicate effectively and maintain excellent communication and working relationships with employees, customers, and coworkers.

Stress On The Job

• Ability to work under extreme pressure with a high level of accuracy.

Benefits

We're committed to taking care of you and your family, today and in the future.

Here's what you can look forward to:

• Compensation
  • Competitive base annual salary range: $20.50 $30.80, depending on experience and qualifications
• Health & Wellness
  • Employer subsidized medical, dental, and vision coverage for you and your family/dependents.
  • Employer?paid life insurance, accidental death and dismemberment (AD&D), and short?term and long-term disability coverage
• Retirement
  • Generous 401(k) plan with a 4% company match
• Paid Time Off
  • 2 weeks' vacation annually
  • 7 company holidays
  • 7 days of sick leave annually
• Extras that Make a Difference
  • Up to $5,250 per year in tax-free educational assistance to assist with career development and growth