Big Picture: The Customer Service Representative’s role is to provide Western Flyer Express customers with a Best in Class Customer Service experience by meeting and exceeding customer expectations relative to Service and Communication.

Essential Duties and Responsibilities: 

• Responsible for understanding / managing customer freight commitments throughout the Western Flyer Express network
• Responsible for understanding customer service / communications expectations and proactively working with Load Planning and Fleet Management to prioritize the meeting of expectations 
• Proactive communication with Western Flyer Express customer base 
• Responsible for input and appointment setting/modifications of loads booked 
• Maintain compliance with applicable company policies and procedures

Education and/or Work Experience Requirements: 

• Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers
• Capability to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service; attitude should make customers look forward to dealing with Western Flyer even when the circumstances are not ideal.
• Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices
• Ability to seek and provide creative problem solving and conflict resolution
• Excellent computer proficiency (MS Office – Word, Excel and Outlook)
• 1 -2 years of Customer Service experience: 2 years (Transportation preferred, but not required)

Physical Requirements: 

• Ability to successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards, as applicable. 
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards, and company policy, as applicable.
• Must be able to talk, listen and speak clearly on telephone, and in person, sometimes in high energy/highly charged emotional situations.