.Job Summary:Maintains systems and processes to provide best in class customer service. Responsible for interacting with co-workers and customers (both internal and external) to provide and process information in response to inquiries, concerns, and requests about services. Responsible for load booking and resolving issues to ensure the highest level of customer service.Essential Functions:Leads improvement initiatives for operation processes including but not limited to areas of EDI errors, changes, and tenders; loads moving without appointments; updating profiles and directions, etc to ensure that tasks are completed within assigned and designated periods.Skilled practitioner of Load Analyzer including but not limited to areas of the CSR Workflow, solicitation of detailed lane recommendations, and actively managing remaining commitments for designated customers, or assigned geographic area.Develop, recommend, and implement procedures to minimize current and potential service related issues monitoring the Rolling ETA Board for assigned customers, and geography.Research, troubleshoot, and provide solutions for accounts to improve dwell time on in-transit loads, productivity. Provides guidance and technical support to others when deviation from standard processes occurs, and escalates re-occurring issues to management. Train co-workers on proper processes to be followed.Start-up and transition new or existing accounts understanding the customer's requirements within, but not limited to, the group.Book and coordinate shipments tendered by customers. Includes, but not limited to, informing customers of available equipment, inputting and creating load information into the system, monitoring scheduled shipment dates to ensure timely pickup and delivery, setting up and maintaining accurate customer, shipper/consignee files.Assist with spot pricing as needed, manage late trip requests, revisions (including collection of accessorials), and changes that require detailed and timely follow-up.The following requirements are also essential and expected of all employees:Consistently maintains a professional demeanor and communicates in a respectful and collaborative manner with coworkers, managers and others in the workplace.Follows direction, is engaged and productive, and is flexible and adaptable to changing conditions and expectations.Has ability to work independently and to collaborate with and support other members of the department and across the enterprise.Maintains regular and reliable attendance.Demonstrates the Company's core values and complies with Company policies and procedures.May be required to perform duties outside of the above responsibilities from time-to-time, as needed.Utilizes appropriate phone etiquette including proper greeting, closing, and addressing any customer issues correctly
