Customer Service Specialist bei TForce Holdings USA, Inc.

SUMMARY OF POSITION:

This is a front-line operations role.  CSS’s are accountable for freight order data entry, appointment scheduling, and trip monitoring as well as working directly with our Dedicated Account Leaders to develop customer relationships, monitor daily customer activity, and fill in as needed.   Ideally, CSS’s will develop their skills to grow into a Dedicated Account Leader role. 

In addition, this role is responsible for supporting business improvement by meeting personal and departmental goals and objectives timely and effectively.

POSITION RESPONSIBILITIES & ACCOUNTABILITIES:

Day-to-day responsibilities include but are not limited to:

• Work effectively and professionally in a fast-paced team environment.
• Demonstrate attention to detail when performing creation of customer profiles and entry of orders.
• Obtain pickup and delivery appointments that will provide efficient use of driver hours of service.
• Proactively monitor shipments to ensure customer service expectations are achieved.
• Assist Customer Manager in accurately completing billing items, EDI and scorecard reporting.
• Take initiative to resolve shipment delays or scheduling challenges with internal and external customers.
• Identify and share best practices/ process improvements with teammates.
• Assist with coverage of other duties or accounts as needed.
• Provide daily business updates to Dedicated Account Leader and/or Operations Manager to ensure service expectations are in line.
• Track and resolve unbilled orders to ensure timely payment is made to TA Dedicated.

Note: These are the major functions and accountabilities required of the position and are the predominant criteria by which performance will be assessed.  OTHER DUTIES AS ASSIGNED.

REQUIRED QUALIFICATIONS & COMPETENCIES:

• HS diploma, college degree preferred.
• Excellent customer service, communication and interpersonal skills.
• High attention to detail, strong work ethic, high energy, and a positive attitude.
• Confident, self-motivated and results driven individual who thrives in a fast-paced environment.
• Strong PC, phone and organization skills.
• Ability to type at least 40 wpm.
• Ability to prioritize your workload and thrive in a fast-paced environment.

PHYSICAL REQUIREMENTS: