What are the responsibilities and job description for the Customer Experience Representative position at Quality Carriers, Inc.?
Quality Carriers, Inc. (QC®) is a premier transportation solutions company in North America. QC and its subsidiaries provide expertise in bulk liquid chemical, intermodal and dry bulk transportation, logistics management, tractor and trailer repair and maintenance, commercial tank wash services, and more. QC has built a reputation for safety, reliability, honesty, quality, and industry expertise by providing top of the line transportation solutions for industry leading manufacturers.
Job Summary:
The Customer Service Representative (CSR) serves as the main contact for assigned customers, managing inquiries, orders, and service issues. Responsibilities include developing customer reports, managing Non-Conformance Reports (NCRs), and coordinating with field teams to identify root causes and implement corrective or preventive actions. The CSR builds strong relationships through clear communication, provides accurate information using available tools, and maintains a high level of professionalism. This role also supports Operations, Sales, and field personnel by identifying new opportunities, assisting with brokerage activities, and training staff as needed. For some accounts, the CSR may act as the single point of contact for load entries and monitor “at-risk” business lanes. Success in this position requires teamwork, critical thinking, and creative problem-solving.
Duties/Responsibilities:
- Service Facilitation
- Facilitation of NCRs
- Customer Service Reporting
- Sales Support
- Miscellaneous duties and projects as assigned
Required Skills/Abilities:
- Microsoft Excel, Word and PowerPoint
- Ability to function as part of a team at a high level
- Critical thinker
- Strong communication composition skills
- Telephone etiquette and working knowledge of email systems
- Ability to develop tools that create efficiencies within department
- Experience with Google business applications a plus
Education and Experience:
- 4 Year Degree Preferred (2 Year Degree Required)
- 2-5 years’ experience in a similar role
Travel: 0%.
Work Environment:
This job operates in a professional office environment. This role routinely uses standard office and computer equipment.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
The employee will regularly and repetitively be required to talk, hear, sit, type, reach and grasp in a typical office environment.
This position may require standing, walking, bending, kneeling, stooping or crouching. The employee must frequently lift and/or move items up to 20 pounds.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Duties, responsibilities, and activities may change at any time with or without notice.
Quality Carriers, Inc. provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.