Customer Service Operations Specialist

Title: Transcon Outbound Operations Agent

Location: Elkridge, MD

Pay Rate: Targeting $22/hour

Duration: 6-month Contract-to-hire

Must Haves:

• At least 1 years of customer service experience
• High sense of urgency and attention to detail
• Ability to work under pressure in a high volume environment
• Professional and good communication skills
• Strong organizational skills with an understanding on prioritization

Plusses:

• Bachelor's Degree
• Any type of logistics experience such as working with a trucking company

Responsibilities:

• Ensure smooth and timely freight process flow meeting customer expectations
• Ensure accurate and timely data entry into our operational system, per Operational Performance Standards (OPS)
• Track and trace all transcon outbound files daily
• Ensure accurate and timely client and vendors billing, within the company and customer standards.
• Interreact with customers via phone and email in arranging their domestic shipments, meeting customer service standards
• Contribute to maintain good relationships with suppliers (trucking companies and others involved).
• Maintain compliance at all times in accordance with all gov’t regulations. No fines, penalties or late filing.
• Understand and adhere to all company policies.
• Understand department process flow, looking for best practices to improve operational efficiency and productivity.
• Ensure all customers standard operating procedures in place and updated in the Customer SOP database. Review and update monthly.
• Timely responses to emails (within 1 hour) and voicemails (within 1 hour) (internal and external).
• Escalation of problems to Management when necessary.
• Assist in office appearance and maintenance.
• Answer the door and properly screen/sign-in visitors.
• Phone is to be answered by the 3rd ring.