POSITION INFORMATION
The Customer Service Representative position is to strengthen and enhance the growth and stability of Warren. Implementation of sound marketing and customer service principles to develop and service customers in accordance with company and department quality, sales, utilization, and profit objectives. Also serving as liaison between the customer and Warren.
BASIC RESPONSIBILITIES
- Provide professional, courteous customer service by serving as liaison between customers and Warren operations.
- Respond to customer requests for service, providing information, entering load information into computerized system.
- Communicate with customers about deliver/pick up times, changes to load status, and set appointments for operators.
- Build and continually develop relationships with customers.
- Responsible to track and trace loads from before picking up until delivery completion.
- Recognizing and tracking of high priority loads/lanes and escalating delays or problem areas as needed.
- Bring solutions to the table for covering loads; know when to escalate loads to get them covered.
- Frequent, accurate, and timely communication to internal and external customers.
- Follow up with customers to ensure all proper paperwork has been submitted.
- Communicate successes while soliciting more business.
- Promote and sell Warren service to active customers, serving as liaison between customers and Warren operations.
- Maintains accurate records, research and develops accounts, and reports on account activity.
- Works with internal and external customers to ensure loads are completed from tender to payment.
- Communicates with department Manager to assess and distribute current information on the development and needs of customers.
- Performs other duties, tasks, or responsibilities as assigned.
QUALIFICATIONS
- Written and verbal fluency in both English and Spanish
- Excellent customer service skills
- Strong sales and negotiation skills
- Excellent time management and organizational skills
- Hard worker with a drive for results who can persevere in the face of resistance or setbacks
- Strong work ethic and sense of integrity; trustworthy
- Excellent verbal communication skills
- Knowledge of MS Office (Word, Excel, Outlook)
- Must be able to demonstrate a proactive commitment to Warren corporate values and the success of all staff.
- Preferred: Four-year college degree from an accredited institution, or equivalent
WORKING CONDITIONS
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EEO STATEMENT
Warren Transport is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.