What are the responsibilities and job description for the Senior Customer Service Representative position at England Logistics?
England Logistics is one of the fastest growing third party logistics and supply chain management companies in North America. Our growing success enables us to feed millions of hungry children through our One Initiative. We continue to hire great people that will contribute to the culture at England Logistics.
The Senior Client Services Representative plays an important role in the overall success and health of our factoring portfolio. The Sr. CSR works as part of a team in a fast-paced high impact environment. The Sr. CSR works to cultivate and grow Client relationships and is responsible for the day to day communication with the client. The CSR will collaborate with credit, collections, and operations, sales and various other internal departments to resolve Client account issues or concerns. In addition, our ideal candidate will also be detail oriented and possess a positive hard-working attitude.
Benefits
- $19.00 an hour, plus a monthly bonus potential of $1,000
- Paid weekly, every Friday.
- Monday- Friday 7:00AM-4:00PM
- Medical insurance. Dental and vision insurance. 401k.
- Paid vacation, holidays, and sick days.
- Career development planning & promotions.
Results/Success Metrics
- Provide superior customer service by phone and email in a timely manner
- Retain Current Clients and obtain referrals for potential Clients
- Increase portfolio revenue
- Maintain response time to clients within two hours
- Clear written and verbal communication with external and internal customers regarding portfolio
- Meets department goals and activity metrics
- Adherence to company policies regarding attendance, punctuality, and dress code.
- Providing resolutions to problems in a time effective manner
- Maintain customer service level of 99%
- Provide monthly lane analysis reviews
Responsibilities
- Provide effective resolution to Client issues on a consistent basis
- Manage reserve requirements in accordance to portfolio balances
- Manage client escalations for assigned Portfolio
- Manage client cancellations for assigned Portfolio
- Client trend analysis
- Contract reviews to determine if client is meeting obligation, IE reserve releases supplemental fees
- Review Debtor balances and trends and provide analysis to Clients
- Increasing client website usage
- Assist Carriers with operations decisions such as lane analysis, Tire and fuel purchasing, Maintenance, and EL Brokerage Freight Opportunities
- Ensure that Clients are given the support that is needed on a daily basis
- Making outbound and inbound phone calls
- Responding to Client emails and inquiries
- Ensuring attention to detail and accuracy
- Developing new and existing relationship
- Work with other internal departments
- Ability to prioritize and manage multiple responsibilities
- Completion of weekly commitments and goals
- Understanding of all facets of accounts receivable financing and ABL lending including credit, collections, documentation, and workout
Qualifications
- Minimum of 1 years of outbound//inbound Customer Service or sales experience
- Have a desire to help midsize to large businesses
- Attention to detail and problem-solving skills
- Ability to adapt
- Willing to be mentored and trained
- Excellent work ethic, positive attitude and can work under pressure
- Ability to be held accountable
- Excellent customer service skills and phone mannerisms
- Excited about growing your career within a rapidly growing company
- Ability to resolve conflict in a professional manner
- IFA Account Executive Certification
- Ability to quickly learn software systems
- Proficiency in Microsoft Office (Excel, Outlook, and Adobe Acrobat)
- Ability to manage multiple operating systems
Please apply and submit your resume. Wed love to schedule a time to get to know you.
Equal Employment Opportunity
We use the criteria of merit, qualifications, and abilities to determine hiring decisions and promotions within the organization. England Logistics does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, sexual preference, genetic information, or any other segmenting factor protected by law.