Customer Service Representative

Job Description

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: ₹18,000.00 - ₹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 - ₹25,000.00 per month Benefits: Paid sick time Provident Fund Schedule: Night shift Rotational shift US shift Education: Bachelor's (Preferred) Experience: total work: 1 year (Preferred) Customer service: 1 year (Preferred) Language: English (Preferred) Work Location: In person