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Customer Service Representative

at Robert Half in Rogers, Arkansas, United States

Job Description

Description If you’re looking for work as a Customer Service Representative, this position via Robert Half in the Transport field, situated in a dynamic, rapidly-changing call center, might be for you! We are seeking an articulate, highly-skilled Customer Service Representative who loves building solid customer relationships to help with a short-term contract in Rogers, AR.

PRIMARY JOB ACCOUNTABILITIES

Freight Covered Every Day (Exceed customer on-time pick-up and delivery expectations; proactive analysis to prevent service failures)

Customer Relationship (Consistent and professional communications; effective, prompt and courteous communications with respect to difficult situations, relaying service failures, etc.)

Carrier Relationship (Productive carrier relationship development, AP Discrepancy resolution, cover loads, handling and management of difficult situations, etc.)

Financial Procedures and Operating Metrics (Detention management, research/resolving invoice discrepancies, benchmark rate achievement, automation objectives, expedite decisions and cost, etc.)

ESSENTIAL FUNCTIONS AND TASKS

Ensure automated routing guide assignment/tender is accepted in Standard Routing Guide (SRG).

Appointment Scheduling/Schedule appointments with shipper and/or receiver, update the TMS as needed and communicate with Logistics Coordinator

Monitor shipments and revise when necessary based on changing shipper, customer, and carrier needs.

Review and correct EDI 214 errors

Contact carrier to obtain status of load-tendered; continue monitoring the shipment for on-time pick-up, transit, delivered, empty

Update load status in system, e.g. loaded, pick-up, delivery, empty, etc

Proactively notify Shipper and/or Receiver of Load Status and reschedule pick-up/delivery appointments when necessary

Correspond with customer and carrier regarding detention and other accessorial information

Utilize TMS to actively manage on-time performance and automation objectives

Identify and update status on which Carrier missed pick-up or delivery; provide sufficient comments for communication to customer

Additional Responsibilities Regarding Customer and Carrier Relationships

Request EDI set-up on newly contracted carriers and set-up Carrier Portal/FAM log-ins.

Lead training sessions for Carrier Contacts as necessary on Carrier Portal.

Set-up new customer and vendor users on the TMS, leveraging knowledge of customer business practices and workflow

Use of JIRA to request carrier/customer new users and password resets via JIRA; provide specific and detailed comments to ensure Help Desk receives clear actionable requests within JIRA

Set-up new Receivers, vendors and supplier’s locations

KNOWLEDGE AND EXPERTISE

Knowledge of Microsoft Tools (Ability to leverage Excel and other MS programs, including Word, Outlook, Lync, etc.)

Knowledge of the Customer’s Business (Knowledge and understanding of the customer product, ability to flowchart the customer’s basic supply chain, speak the customer’s language and und Requirements – Demonstrated talents in communicating and interacting with clients/customers, both internal and external

- Proven ability to navigate multiple computer systems, applications, and utilize search tools to find information

- Solid understanding of Customer Relationship Management (CRM) systems, e.g. ACT!, Illustrator, Highrise, and Insightly

- Strong customer service and office administrative skills

- 2+ years’ experience of proven performance in a goal-driven & customer-focused environment desired

- Experience performing extensive research to resolve complex customer inquiries

- Supportive, positive attitude with a professional demeanour applied to all tasks

- Excellent oral and written communication skills

- Experience with Microsoft Office required

- Customer service experience desired

- Ability to simplify complex problems and build solutions

We are looking for a service ‘champion’ who knows how to go the extra mile for individual customers and strives to deliver personalized, quality service in every interaction. If this aligns with your experience or career goals, don’t hesitate to contact us today

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half puts you in the best position to succeed by advocating on your behalf and promoting you to employers. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity – even on the go. Download the Robert Half app and get 1-tap apply, instant notifications for AI-matched jobs, and more.

Questions? Call your local office at 1.888.490.4154. All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals. Visit https://roberthalf.gobenefits.net/ for more information.

2021 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https://www.roberthalf.com/terms-of-use) .

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Job Posting: JC201201326

Posted On: Jan 06, 2022

Updated On: Feb 06, 2022