Contractor Service Rep. I

Overview:

Communicates directly with contractors (Owner Operators) and drivers, to provide a single point of contact for all questions/issues regarding BME administrative, compliance or operational issues.  Responsible for the clear understanding of these issues from the contractor’s perspective, articulating this to other departments’ or terminal staff as well as agents to resolve the issue consistent with established guidelines and then communicate the answers/resolution to the respective contractor/driver within a specific time period.

Duties:

• Drive all contractor retention programs/process to ensure turnover meets or exceeds BFC’s annual established controllable turnover rate.  
• Assist all Commercial Vehicle Operators (Contract or Company) with any/all (Team Service Ticket) issues pertaining to Bennett operations and provide a minimum of 80% resolution/response within 24 hours (M-F).
• Support newly leased on drivers through One touch resolution and proactive support for prescribed length of service.
• Prepare, maintain required new hire (initial 90 days of service) reports interviewing all contractors below established revenue minimums and relaying this information to Operations as well as senior management.   
• Maintain a comprehensive understanding of BME contractor lease agreement, administrative, compliance, operational, settlement processes, national account and lease purchase programs.
• Administer the TSA security training, issue certification to contractors and update federal/company operating systems. Administer the Jet Engine training and certification of contractors and update company operating system.
• Perform all other tasks/duties as assigned by manager.

• Must have a minimum of 1 years customer service experience.  Experience in transportation preferred. Bachelors degree preferred.
• Solid communication skills with the ability to be understood by a wide range of educational/ethnic groups.
•  Possess a basic understanding of state/federal DOT regulations, equipment types, their capacity and capabilities.
• Must have functional level of data gathering and operating system input using computers.  
• Must be capable of passing a TSA (Transportation Security Administration) security background check.
•  Must have Microsoft excel and access skills or possess the ability to become proficient in their use. 

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