Job Title: Customer Solutions

Department: Customer Solutions Associate

Reports To: Customer Solutions Lead

FLSA Status: Non-Exempt

Summary: Responsible for providing support and solutions to the sales team and prospects and customers. Responsible for processing orders, composing correspondences, and fulfilling customer needs to ensure customer satisfaction by performing the following duties.

Duties and Responsibilities include the following. Other duties may be assigned.

• Creates BOL for clients.*
• Files claims, including cargo parcel claims.*
• Researches claims.*
• Processes claims checks.*
• Develops transport routing and BOL journey paths.*
• Establishes volume quotes either LTL or FTL.*
• Utilizes tracking and tracing to provide accountability and visibility.*
• Completes user and address management.*
• Manages any dispositions from a carrier with ease and politeness.*
• Conducts an API setup for the client to schedule a pickup.*
• Completes returns and pickups.*
• Manages any billing inquiries you receive from the client and do an investigation before reaching out to the auditors.*
• Provides spot quoting.*
• Oversees aging, including when carriers reach out looking for payment status or in regards to mail and customer solutions.*
• Performs the setup of new users in the systems.*
• Provide customers with guidance on best practices for using our platforms.*
• Processes mail on a daily basis.*
• Processes key invoices and duplicates.*
• Assist with developing and maintaining customer facing knowledge base articles that encourage best practices.*
• Use inbound ticket data to identify trends and patterns in support requests.*
• Collaborate with the team internally on ongoing customer problems in order to help develop strategies and best practices.*
• Performs other duties as assigned.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Language Ability:

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Math Ability:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability:

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Computer Skills:

To perform this job successfully, an individual should have knowledge of Word, Excel, internet software, and Zendesk.

Education/Experience:

High school diploma or general education degree (GED); and two to four years related experience and/or training.

Knowledge, Skills, and Other Abilities:

● Time management

● Oral and written communication skills

● Professionalism

● Attention to detail

● Comprehension

● Multi-tasking

Physical Demands:

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, and use hands. The employee is frequently required to talk or hear. The employee is occasionally required to stand, walk, reach with hands and arms, climb or balance, stoop, kneel, crouch or crawl, and taste or smell. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Job Type: Full-time

Pay: From $18.00 per hour

Expected hours: No more than 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Experience level:

• 1 year

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Ability to Commute:

• Brentwood, TN 37027 (Required)

Ability to Relocate:

• Brentwood, TN 37027: Relocate before starting work (Required)

Work Location: In person