What are the responsibilities and job description for the Customer Service Representative position at Forward Air Corporation?
Job Description
Position: Corporate Customer Service Representative
Job Description
The Corporate Customer Service Representative will field incoming calls from external customers, internal sales representatives, and other internal station staff. These calls are to include: general questions about the company and service offerings, complaints or shipment tracking inquiries. The Customer Service Representative will respond with the highest degree of courtesy, integrity, and professionalism to resolve customer issues via phone and email communication.
Core Duties & Responsibilities
Position: Corporate Customer Service Representative
Job Description
The Corporate Customer Service Representative will field incoming calls from external customers, internal sales representatives, and other internal station staff. These calls are to include: general questions about the company and service offerings, complaints or shipment tracking inquiries. The Customer Service Representative will respond with the highest degree of courtesy, integrity, and professionalism to resolve customer issues via phone and email communication.
Core Duties & Responsibilities
- Answer incoming customer calls, emails, and chat to provide detailed information for one - touch resolution
- Data entry (documenting calls and emails internally)
- Process shipment change requests and follow up to ensure completion
- Run customer reports and provide results to appropriate parties on time
- Review shipment tracking history and report delays
- Maintain records and logs as required by specific job function
- Consistently monitor email requests and provide detailed information in a timely fashion
- Regular and dependable attendance
- Office cleanliness - work space must be kept neat and organized
- Other duties as assigned
- Must have at least 1 year of customer service experience
- Demonstrated ability to carry out assignments to their completion and meet deadlines
- Ability to establish and maintain effective working relationships with customers, employees, and management
- Desire for a long term career with an industry - leading company
- Ability to present and maintain a positive corporate image in a fast paced environment
- Proactively establish and maintain effective working team relationships with all support departments
- Must be proficient with Microsoft Office products – in include: Word, Excel, PowerPoint, Outlook, etc
- Ability to perform general administrative duties to include: use of multi-line phone, perform data entry, filing, photocopies, scanning, etc.
- Ability to multi task and perform several duties at one time
- Ability to handle heavy work load and work well under pressure
- Understanding of industry specific documents (Bill of lading, Master Air Way Bill, TSA forms, Hazamt, etc)
- High School diploma or GED equivalent
- Must be able to pass basic Hazardous Materials Training
- An ideal candidate will possess a “can do” attitude with a “will do” work ethic
- Strong verbal and written communication skills
- Experience with a DOS based operating system AS400 a plus
- Transportation industry knowledge and experience is a plus
- Computer skills to include: Microsoft Office, Outlook, and Excel, multiple internet browsers and tabs
- Ability to type 35 wpm