The Customer Service Representative (CSR) is a member of a dedicated customer team and is responsible for providing best in class customer service, responsible for engaging with the customer for initial fuel delivery requests, order entry into the ERP system(s), problem solving, ensuring that orders are confirmed with carriers and delivered timely and accurately. 

Responsibilities 

Teamwork

• Regularly collaborate with team members to support assigned customers
• Coordinate with various departments to ensure high level operational issues are resolved completely and in a timely manner on behalf of the customer
• Provide back up support across all functions within customer team to ensure continuity 
• Regularly share best practices and learning opportunities with peers across all Customer Experience teams 

Initial Delivery Requests and Order Entry 

• Receive customer calls/emails using a pleasant and helpful strategy
• Identify customer needs
  • Enter orders into the ERP system timely and accurately
  • Ensure all other needs are identified and met by engaging with the customer
• Identify customer problems and resolve timely either directly or through other departments for resolution; maintain communication with the customer throughout the process
• Immediately contact the appropriate group(s) when a customer requires additional service and the call comes to the CSR; ensure a successful transfer of the call (if need be) is made to the appropriate person; CSRs will not utilize voicemail or unsolicited emails to hand off issues 
• In addition to inbound phone calls and email, other methods of communication and requests for delivery need to be managed and executed upon by the CSR (e.g. inventory managed orders, third party portal, customer website, carrier managed) to ensure timely and accurate delivery of service on behalf of the customer

Order and Delivery Confirmation 

• Ensure all loads entered are successfully dispatched and confirm receipt and acceptance of every load by the carrier 
• In the event a carrier declines an order or is unable to meet the delivery requirements, obtain secondary option to ensure delivery meets the customer’s expectation; escalate to other departments as needed for support and communicate status of efforts throughout to ensure all parties are aware of efforts and plans
• Load confirmations are completed daily, no exceptions
• Delivery confirmations are completed daily, no exceptions

Position Requirements

Formal Education & Certification

• High School Diploma required

Knowledge & Experience

• Customer Service 
• Dispatching
• Team environment 
• Moderate to advanced knowledge of Microsoft Outlook 
• Basic Excel proficiency required

Qualifications & Characteristics

• Enthusiastic
• Effective problem solving 
• Efficient decision making 

Work Environment

• Hybrid Work available once training is complete - 3 days in office, 2 days remote per week
• Sitting for extended periods of time
• Weekend work may be required at times and coordinated in advance with your supervisor
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.