Job Summary:

Responsible for responding to and/or managing inquiries, complaints, and feedback from customer accounts. This may include providing support through various channels, such as in person, phone, email, or social media. They must be able to communicate effectively, understand the customer's needs, and provide solutions or information promptly. Additionally, they may need to collect and record customer data and maintain accurate records of customer interactions. The role requires problem-solving skills, patience, empathy, and the ability to work under pressure. The focus is on building and maintaining positive relationships with customers and providing quality service that meets or exceeds their expectations.

Essential Duties and Responsibilities:

• Work closely with customers and motor carrier partners concerning cargo status and/or to obtain customer information necessary to complete delivery.
• Plan routes for received orders using computerized dispatching system to identify, group, track and report on cargo.
• Process changes such as rescheduling, order cancellation or modification, including all customer communication and follow-up.
• Act as a liaison between customers, clients, and motor carrier partners.
• Communicate with motor carrier partners using established guidelines.
• Effectively manage customer issues and complaints to resolution, as necessary.
• Ensures daily work assignments are complete; escalating if obstacles present.
• Timely communication provided to each internal department to address issues and /or complaints.
• Manage the day-to-day POD process, including collection and weekly audit of documents.
• Consistently meets or exceeds the performance goals established for the position in the areas of efficiency, call quality, customer satisfaction, first call resolution and attendance.
• Completes all assigned tasks in a thorough and workmanlike fashion. This includes timely return of phone calls, emails, and customer, partner and internal inquiries.
• Creates a positive and professional work environment and leads by example.
• Maintain the confidentiality of all company and client information.
• Other duties as dictated by business need and assigned by management.

Work Location: This will be a temporary position with hybrid/work from home arrangements based on needs.

Preferred Skills:

• Customer Service and Communication
• Complex Problem Solving and Critical Thinking
• Good Time Management

• Active Learning and Listening

The CRST Core Values: Safety at the Core of All We Do – Integrity in Every Decision and Action – Commitment to the Success of Employees, Customers, Agents, Contractors, and Communities.

EEO Statement: All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.