A Customer Service Representative is responsible for accepting and coordinating all and any customer/broker requirements as needed. A Customer Service Representative is responsible for completing tracing tasks in a timely and efficient manner. A customer service representative is responsible for ensuring that all pick up and delivery appointments are scheduled in a timely manner. A Customer Service Representative is responsible for ensuring that all service-related information (issues, delays, in/out times, accessorials etc.) are effectively communicated to the appropriate parties and that customers are treated with the utmost respect and service at all times.
Primary Objectives:
- Ensure that all orders and order information /required details are received in an organized and efficient manner
- Ensure that all orders have pick up and delivery appointments
- Ensure that all customer requirements are met
- Ensure that any and all pertinent details from load confirmations/tenders are correctly noted and appropriate/required parties are alerted of any and all load requirements
- Ensure that fleet / driver managers are updating the System frequently and accurately with pick up and delivery ETA’s and events
- Ensure that all POD’s are accounted for and collected in an efficient manner
- Ensuring that all customer relations are maintained in the highest regard
- Ongoing personal/professional development
Dispatch Communication
- Ensure that all required service levels and load information are properly communicated/understood and followed up on with dispatch and planning to ensure customer satisfaction
- Ensure that all notes, equipment and order details required for transportation are communicated effectively to dispatch
Customer Service
- Maintaining a professional and loyal relationship with all brokers/customers
- Ensures that all customer requirements are adhered to and properly communicated to supporting team
- Communicates any service delays or failures to the customer prior to the occurrence
- Ensure that all successful pickups or deliveries are communicated to customer at time of occurrence.
- Ensures that all pick up and delivery requirements are met to appropriate service levels
- Ensure that operations and dispatch is continuously communicated with and followed up on to ensure all freight is effectively planned and executed
Skills & Abilities
- Strong English language skills – verbal & written
- Ability to effectively manage competing priorities and maintain results
- Ability to communicate effectively with all levels of internal and external contacts, customers, clients and outside industry contacts
- Strong knowledge of North American trucking regulations and geography
- Assessment techniques such as: examining, questioning, evaluating and reporting
- Strong understanding of dispatch operations in the transportation industry
- Good analytical skills
- Effective planning and organization
- Passionate about customer service and delivering high quality service
- Tenacious and energetic
- Creativity and resourcefulness
- Attention to detail and accuracy
- Ability to work effectively under pressure and tight deadlines
- Ability to think outside the box
- Ability to work as part of a team
- Ability to build relationships
- Willingness to work flexible hours, including evenings, weekends and holidays
- Ability to gauge and understand all customers of all kinds
- Ability to satisfy customers requests in a highly efficient manner
Education & Experience
- This position generally requires at least 1 year of related customer service experience.
- System training or experience required
- Company Customer Service training is required
Physical Demands
- Ability to sit for long periods of time
- Ability to view computer screen for long periods of time
Work Environment
- Ability to use a wide range of practical problem solving in a high stress environment
- Ability to work quickly on matters at hand
Job Type: Full-time
Salary: ₹20,000.00 - ₹25,000.00 per month
Benefits:
Commuter assistance
Paid sick time
Schedule:
Night shift
Rotational shift
Ability to commute/relocate:
Mohali, Punjab: Reliably commute or planning to relocate before starting work (Preferred)
Education:
Bachelor's (Preferred)
Experience:
Customer service: 1 year (Preferred)
Language:
English (Preferred)
Shift availability:
Night Shift (Preferred)
Overnight Shift (Preferred)
Work Remotely:
No
Job Type: Full-time
Pay: ₹20,000.00 - ₹24,000.00 per month
Benefits:
- Paid sick time
- Provident Fund
Education:
Experience:
- total work: 1 year (Preferred)
- Customer service: 1 year (Preferred)
Language:
Work Location: In person
