Customer Service Representative

Job Description

Transporting Career Opportunities

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POSITION SUMMARY

CSR is responsible for furthering the objectives of Oakley Transport Inc by communicating, maintaining and nurturing a personal relationship with assigned customer base. Communicating daily with the planners and driver managers to ensure we are providing outstanding service to our customers. In addition, it is our culture that all Oakley employees strive to create trust and confidence by consistently delivering on our promises to all we serve.

The CSR is to provide the highest level of communication to the customer regarding all issues with assigned orders and to book the needed business to keep the fleet operating at maximum capacity.

• Communicate daily with assigned customer base and be proactive in customer communications regarding all service issues.

• Place or cancel orders in an accurate/timely fashion and maintain updates from tender to delivery.

• Greet customers warmly and ascertain the reason for calling.

• Handle and resolve customer complaints and follow up with root cause / corrective action report.

• Daily interaction with Planners and Driver Managers to track deliveries and service failures.

• Follow up daily with customers on sales quotes via phone or email and report any information to the sales team.

• Support sales team on potential business opportunities, volume increases or losses with current customer base.

• Work with Customer Service Manager to ensure proper customer service is being delivered.

• Direct requests and unresolved issues to the designated resource.

• Keep records of customer interactions, details of inquiries, customer comments or complaints and details of actions taken.

• Maintain customer databases and ensure all updates are made in a timely manner.

• Respond promptly to customer inquiries.

• Follow up on customer interactions.

• Responsible KPI's: Available loads, loads to watch, CSR orders, Cargill orders, ADM orders, Dashboard,

• Total gross sales by CSR, Accurate file.

• Responsible daily reports: Late loads, Service failure, maintain reports essential to the customer including web portals and non-conformance reports.

• Maintain reports essential to the customer including web portals and non-conformance reports.

• Measure essential daily, weekly, monthly KPI's that the team is accountable for.

• Act as company gatekeeper.

• Continual training in customer service best practices, AS400 and any other systems to support your daily functions.

• Compile reports on overall customer satisfaction.

• Assist in recovery of necessary accessorial charges ie. detention and layover

SPECIAL KNOWLEDGE, SKILLS AND ABILITIES

• High School diploma or equivalent required

• Bachelor's degree or some post-secondary education preferred

• Effective oral, written and interpersonal communication skills with the ability to influence.

• Comfortable with technology; knowledge of Microsoft Office, specifically Outlook, Word and Excel.

• Prior transportation industry experience required.

• Ability to function in high volume fast paced office environment.

• High level of multi-tasking and prioritization skills.

• Elevated level of polish and professionalism

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Full-time