Position Summary

Pay range $15.00 - $17.84 per hour based on experience

This position responds to customer complaints and inquiries. Troubleshoots and resolves customer issues.

Essential Functions

• 
  Receive orders from the customer and enter them into the TMW system.
• Assure all special instructions have been communicated to dispatch and entered in the system
• Monitor customers shipments and communicate in a timely manner any developing issues including late loads to the customer
• Negotiate any changes in delivery times when requested time cannot be met due to driver availability or hours of service issues
• Communicate with drivers to assure schedule is received
• Communicate between driver, dispatch and customer on any delays
• Assist management in promoting and coaching safety with the driver force.
• Understand and adhere to all hours of service regulations
• Accompany Sales and management staff on sales calls to customers to further improve working relationships.
• Assure that the customers service requirements are being met to their satisfaction
• Seek out and provide management with customer intelligence on opportunities, pricing and competition
• Learn from customer and communicate to management any changes in volumes or logistics with the customer
• Send weekly on time reports to Management
• Expedite and track orders for customers
• Advise customers and provide information about products and services
• Take orders and cancel accounts
• Obtain details of and resolve complaints

Follow up to ensure that appropriate changes were made to resolve customer complaints

Qualifications

• 
  High school diploma or equivalent
• Excellent communication and conflict resolution skills
• Basic knowledge of Microsoft Word, Excel, Outlook, Explorer

Note: The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities and skills required of associates so classified. Management retains the right to assign or reassign duties at any time. Job description is subject to change. All employees of the Company are expected to:

• Promote positive work habits including effective and timely communication, teamwork and respect for co-workers.
• Provide constructive guidance to other employees and representatives of third parties.
• Contribute to providing the highest quality of products and services to customers.

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