Customer Satisfaction Representative - JXY

Position Overview

The Customer Satisfaction Representative (CSR) is responsible for establishing and maintaining profitable relationships with internal and external customers on behalf of the company by taking personal and complete responsibility for each customer contact and ensuring that all customer requirements are completely met. This position reports directly to the Customer Satisfaction and Operations Manager and will be onsite, Monday thru Friday, 8a - 5p.

Key Responsibilities

• Applies accessorials as necessary.
• Processes EDI as required (key account/OEM).
• Prioritizes tasks and workload to focus on issues that directly impact quality and service performance.
• Adheres to company standards on customer satisfaction, accuracy, and timeliness.
• Coordinates appointments with carriers, shippers, and consignees within the US, Mexico, & Canada.
• Updates and maintains transportation management and operation systems.
• Proactively identifies problems and swiftly implements appropriate solutions.
• Answers all customer inquiries in accordance with customer satisfaction standards.
• Increases customer satisfaction and business share through proactive and regular contact.
• Provides complex problem resolution and guidance to others.
• Utilizes specialized industry and company computer systems and procedures, reference materials, and personal industry knowledge to process client shipments.
• Maintains regular, timely, and consistent attendance at work.
• Exhibits flexibility to work overtime as needed.
• Demonstrates professional behavior at all times.
• Performs other duties as assigned.

Required Qualifications

• Strong customer service experience in logistics (including phone experience, pricing, quotes, and conflict resolution/problem solving).
• Experience with AS400 is preferred.
• Knowledge of North America geography.
• Proficient with computer and Microsoft Office applications.
• Excellent data entry/keyboard skills.
• Strong interpersonal skills to effectively interact with internal and external customers.
• Excellent problem-solving skills with the ability to seek alternative solutions.
• Self-directed, displays initiative, and can work independently.
• Organizational and time management skills.
• Team player with proven ability to work under pressure.
• Keen attention to detail with excellent follow-up.
• Excellent communications skills, both written and oral.
• Strong knowledge of customer service principles and practices.
• Must be fluent in English.
• Education: High School Diploma/GED required; College degree preferred.
• Experience: Minimum three years of experience in a Logistics/Supply Chain/Freight Forwarding/Courier company.