Planner/Customer Service Representative

J  o  b    D  e  s  c  r  i  p  t  i  o  n

JOB INFORMATION

Job Title:

Planner/Customer Service Representative

Job ID #

J0566

Job Family:

Operations

Reports To Position:

Senior Leadership

FLSA

PRIMARY PURPOSE

Manage and perform Customer Service functions regarding a specific or assigned number or assigned customers which could include regional, dedicated or National Accounts. Collaborate with other internal departments to achieve territorial balance of capacity and freight while achieving high service levels. Provide direction regarding customer needs and requirements and capacity.

ESSENTIAL FUNCTIONS

Manage and solicit business from a specific or assigned number of customers by using daily available capacity.

Collaborate with Sales to expand business revenue by exploring all dedicated, rail and logistics opportunities with Customers.

Serve as Customer’s first line of communication and refer Customer to the proper departments if/when necessary (i.e. Pricing, claims, etc.).

Maintain knowledge of customer contractual requirements relative to trailer pools in order to keep turns at the level set to gain optimum utilization of company equipment.

Monitor and trace loads so that follow up can be made to Customers regarding late pickups and or deliveries; as well as any other changes that may occur. Resolve load target and ensure on time delivery.

Manage and clear assigned user discrepancy queue to expedite the billing process and service issues by researching and coding all applicable service failures in the system to support accurate service reporting.

Manage EDI related requirements regarding 214 Status releasing or other similar electronic transmissions as required by Customer.

Assist in collecting and maintaining current Customer information in the system.

Communicate service problems, turned down freight, and new business opportunities to Sales.

Determine balance, capacity, and demand of loads and trucks.

Communicate with Terminal and Driver managers regarding Driver needs. Work with Planning Directors, if applicable, on customer trailer issues, including detention monitoring.

Work directly with Sales Managers on customer needs and requirements.

Monitor service failures with the CSR group.

Proactively work to assist others in achieving the organization's objectives.

Associates degree or equivalent combination of education and/or experience required.

2 years' of Operations or Customer service experience required.

Experience may vary to require Flatbed, Container, Dedicated Operational or Intermodal experience based on the customer accounts.

Must posses knowledge of the transportation industry.

Must be able to communicate well with others.

Must be able to transfer knowledge and hold above average writing and organizational skills.

Must be able to solve problems and work in high pressure situations.

Must posses knowledge of PC and AS400,

Must be able to manage various large accounts and activities.

Must be able to set priorities and to communicate to areas involving changes that could affect daily operations.

The Company is an equal employment opportunity employer.  The Company’s policy is not to unlawfully discriminate against any applicant or employee on the basis of race, color, sex, sexual orientation, gender identity, religion, national origin, age, military status, disability, genetic information or any other consideration made unlawful by applicable federal, state, or local laws.  The Company also prohibits harassment of applicants and employees based on any of these protected categories.