What are the responsibilities and job description for the Customer Service Representative (I) position at Fraley & Schilling?
Position Summary
The purpose of this position is to provide support to our external partners (customers). Some of these areas include but are not limited to load acceptance, on-time pick up, on-time delivery, web portal maintenance, proactive communication, shipment updates, etc.
Roles & Responsibilities
- Manage Customer portals and email load offers to accept needed freight
- Ensure all loads on customer portals are either accepted or declined
- Respond to all email offers on freight in a timely manner
- Respond to all customer and broker requests for location, ETA, and arrival information
- Timely responses to customer is critical to our success and relationships
- Ensure that web portals assigned to the CSR Team are up-to-date and accurate
- Build all loads in TMW and Turvo that are not electronically created
- Data integrity for this is critical so that the Operations team and drivers have accurate information in hand
- This includes but is not limited to ship and delivery dates, critical reference numbers, appt dates and time information, location directions and hours, etc.
- Schedule appts for PU and delivery as needed by Operations Teams
- Have a full understanding of the Customer Service Escalation Process
- Coverage for attendance, meeting, etc for other members of the team
Safety / Human Resources
- All Customer Service Team Members must complete the online safety training each month
- Customer Service Reps must ensure that all accepted loads can be completed safely and legally before accepting. Points of interest are Hours Of Service versus Delivery Expectations and Legal Dimensions (height, weight, width, length)
- Will report any injuries (or potential injuries) immediately upon being made aware
Billing / Payroll / Administration
Will assist the Billing / Payroll Team with any missing paperwork or unbilled revenue issues.
- Will ensure each planned/completed load has a rate entered on the load prior to pick-up
Production
- Will review load balances each morning to best understand what freight to accept/decline. Daily focus will be primarily driven by areas that need the most attention.
- Will primarily work with established/contracted customers to procure freight
- Will utilize load boards (DAT, ITS, 3PL Web Portals, Etc) to procure freight
- Will identify unplanned, unscheduled, unbuilt orders that Operations can utilize in the preplanning of drivers and servicing of customers
- This will also help identify unbalanced Planning Regions
- Will set clear expectations for Operations and Drivers with shipment data accuracy (loading, delivery, requirements, etc)
- Includes Order Entry, EDI Acceptance, etc
- Will manage load balances in assigned areas to ensure as level of a load vs driver as possible.
- Loads must be booked strategically with destination needs as a top consideration
- Excess loads will be shifted to FSL as necessary
Miscellaneous
- Must arrive and be ready to work at the assigned / scheduled start time (varies per team member - ask your supervisor if you are uncertain)
- Will comply with all company policies as described in the F&S Employee Handbook
- Will ensure that any necessary software programs (TMW, Turvo, etc) and / or reports are updated and accurate
- Will update, communicate, and enforce all company policies and procedures
- CSR II must have completed all required training and experience requirements for CSR I
Skills & Qualifications
- Google Suite competency
- Interpersonal skills
- High email volume management
- Attention to detail
- Fast paced decision making skills
Education & Experience
- High School Diploma or equivalent
Job-Type: Full-Time
Benefits:
- Health Insurance
- Health Savings Account (HSA) and Employer Matching
- Employee Stock Ownership Plan (ESOP)
- Dental Insurance
- Vision Insurance
- Employer Paid Life Insurance
- Voluntary Life Insurance
- Employer Paid Short-Term Disability
- Long-Term Disability
- Accident Coverage
- Hospital Indemnity Coverage
- Telemedicine
- 401(k) and Employer Matching
- Paid Time Off
Fraley and Schilling provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetic, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.