Customer Account Representative

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

JOB INFORMATION

Job Title:

Customer Account Representative

Job ID #

J1267

Job Family:

Operations

Reports To Position:

Senior Leadership

FLSA

PRIMARY PURPOSE

Meet all customer expectations by providing world class service through effective communication to both internal and external customers while improving company profitability.  Incumbents may be assigned to alternate work shifts based on company and customer needs.

Organizational Summary

ESSENTIAL FUNCTIONS

Anticipate and facilitate problem resolution on all load issues to meet or exceed total satisfaction of customers.

Develop and grow customer relationships while assisting in balancing the freight capacity.

Ensure customers’ needs are being met in a timely manner while maximizing on additional opportunities for the company.

Solicit business from a specific or assigned number of customers by using daily available capacity. Serve as an extension of Sales to expand business revenue by exploring all dedicated, rail and logistics opportunities with Customers.

Commit to, receive and accurately enter detailed customer load information by telephone, fax or electronic tendering.

Input all load information to the system accurately. Ensure customer information is accurate and current.

Ensure all newly onboarded accounts are set up correctly prior to passing ownership to designated account representative(s).

Monitor and trace loads and provide necessary follow up to customers such as late pickups and/or deliveries.

Manage and ensure assigned user discrepancy queues are cleared to expedite the billing process.

Maintains 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

Participate on all service orientated conference calls for assigned accounts/customers.

Expediate the billing process by managing and clearing assigned user discrepancy queue.

Research and code all applicable service failures in the system to support accurate service reporting.

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

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

Previous customer service or related area in transportation industry preferred.

Must possess outstanding telephone skills.

Must be able to set priorities.

Must possess excellent time management skills.

Must be able to work in a fast-paced team environment.

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.