What are the responsibilities and job description for the Customer Service position at Riverhorse Logistics?
Job Details
Location:
San Francisco, CA
Job Level
Entry Level
Salary
20
Employment Type
Full-Time
Apply Now
Posted
June 16, 2021
Job Description
Job Duties
Customer Service– Deliver “Raving Fan” customer service to internal and external customers. Respond to customer inquiries timely and proactively communicate on follow up items. Create a culture of “Raving Fan” customer service within the Customer Service team. Work closely and communicate closely with counterparts in: Finance, Operations, and Sales. Counterparts are internal customers. Deliver them service as such. Overcommunicate and be proactive in our communications. We are here to solve problems. We don’t simply throw problems over the fence and lose track of our customer requirements. We are advocates for our customers and we take necessary steps to deliver our service level. Required Reading: Raving Fans: AR evolutionary Approach to Customer Service by Ken Blanchard. Team will deploy a practical application of the “Raving Fan” approach to our business.
People and Resources– Insure you have appropriate coverage and depth to provide Raving Fanservice throughout our extended operations. Managing Overtime and Attendance are critical. OT and Rework are the biggest profit killers in this industry. We need to eliminate both. Make sure the team is capable, and properly allocated to deliver our expected service levels. Enforce the blackout Calendar for vacations and time off requests. Certain times require all hands on deck. We can’t afford to have people off during critical times. Build a team of “finishers” no one wants to chase people around for follow up and follow through. Handle discipline, write ups, coaching, terminations, reviews, etc.
Billing – Insure billing is timely and accurate. Automate billing in the Billing Wizard in our WMS. If the structure is too complicated for the Billing Wizard, we must requite in a manner that will fit the automation capabilities of our systems. Standardize our invoicing structure. Insure that each CSR has the latest SOW and Rates associated with their accounts. Billing can’t be accurate without the proper information. We will be able to generate our own invoicing and insure timeliness and accuracy. We will generate in cycle “P&Ls” so we know where we stand at any given time.
Quality – Become an expert on our WMS system. Learn how to set up customers, SKUs, enter orders, generate pick tickets, set up billing, use templates, automate processes, build reports, etc. Master our system. Automate processes using our IT resources and drive customer integrations. Insure data entry completeness. This drives downstream visibility, metrics, and dashboards. Make sure the team has the tools to do their jobs without issue. Create and generate reports that show the: volumes, lines, units, quality, and revenue handled by the department .Insure the completeness and accuracy of: Customer Profiles, SOPs, and Work Instructions. Insure that the CS Team has documented, detailed, and current SOPs and Work Instructions for every customer. Customer Profiles include all information required to operate, bill, and support a particular customer: SOW, Contact List, SOW Email Confirmation, Rates, SOPs, and Work Instructions…
Financials – Eliminate OT and Rework. Optimize the staff level through automation and controls. Automate billing and insure the billing is accurate every time. We cannot leave money on the table because we haven’t done enough to capture our revenues. All customer interaction or customer driven activities shall have an associated billing. Transactions, Counts, Projects, Visits, etc. Everything we do costs us money. We should get paid for the service we provide. There are very few exceptions to this tenant. Know how your actions and your teams actions impact the P&L. Customer Service is the most highly compensated department, we expect the results to reflect that premium.
Knowledge and Skills
Location:
San Francisco, CA
Job Level
Entry Level
Salary
20
Employment Type
Full-Time
Apply Now
Posted
June 16, 2021
Job Description
Job Duties
Customer Service– Deliver “Raving Fan” customer service to internal and external customers. Respond to customer inquiries timely and proactively communicate on follow up items. Create a culture of “Raving Fan” customer service within the Customer Service team. Work closely and communicate closely with counterparts in: Finance, Operations, and Sales. Counterparts are internal customers. Deliver them service as such. Overcommunicate and be proactive in our communications. We are here to solve problems. We don’t simply throw problems over the fence and lose track of our customer requirements. We are advocates for our customers and we take necessary steps to deliver our service level. Required Reading: Raving Fans: AR evolutionary Approach to Customer Service by Ken Blanchard. Team will deploy a practical application of the “Raving Fan” approach to our business.
People and Resources– Insure you have appropriate coverage and depth to provide Raving Fanservice throughout our extended operations. Managing Overtime and Attendance are critical. OT and Rework are the biggest profit killers in this industry. We need to eliminate both. Make sure the team is capable, and properly allocated to deliver our expected service levels. Enforce the blackout Calendar for vacations and time off requests. Certain times require all hands on deck. We can’t afford to have people off during critical times. Build a team of “finishers” no one wants to chase people around for follow up and follow through. Handle discipline, write ups, coaching, terminations, reviews, etc.
Billing – Insure billing is timely and accurate. Automate billing in the Billing Wizard in our WMS. If the structure is too complicated for the Billing Wizard, we must requite in a manner that will fit the automation capabilities of our systems. Standardize our invoicing structure. Insure that each CSR has the latest SOW and Rates associated with their accounts. Billing can’t be accurate without the proper information. We will be able to generate our own invoicing and insure timeliness and accuracy. We will generate in cycle “P&Ls” so we know where we stand at any given time.
Quality – Become an expert on our WMS system. Learn how to set up customers, SKUs, enter orders, generate pick tickets, set up billing, use templates, automate processes, build reports, etc. Master our system. Automate processes using our IT resources and drive customer integrations. Insure data entry completeness. This drives downstream visibility, metrics, and dashboards. Make sure the team has the tools to do their jobs without issue. Create and generate reports that show the: volumes, lines, units, quality, and revenue handled by the department .Insure the completeness and accuracy of: Customer Profiles, SOPs, and Work Instructions. Insure that the CS Team has documented, detailed, and current SOPs and Work Instructions for every customer. Customer Profiles include all information required to operate, bill, and support a particular customer: SOW, Contact List, SOW Email Confirmation, Rates, SOPs, and Work Instructions…
Financials – Eliminate OT and Rework. Optimize the staff level through automation and controls. Automate billing and insure the billing is accurate every time. We cannot leave money on the table because we haven’t done enough to capture our revenues. All customer interaction or customer driven activities shall have an associated billing. Transactions, Counts, Projects, Visits, etc. Everything we do costs us money. We should get paid for the service we provide. There are very few exceptions to this tenant. Know how your actions and your teams actions impact the P&L. Customer Service is the most highly compensated department, we expect the results to reflect that premium.
Knowledge and Skills
- Communicates with customers to determine their needs
- Schedules and notifies our operations team of work order assignments using our tracking and dispatching software Truck Mate.
- Receives check-in call from customers, provide support with their needs
- Supports our Dispatch with daily and next day set ups, special pick up and deliveries
- Maintain good relationship with our customers at all time
- Maintain dispatching board to ensure maximum efficient capacity for our dispatch team
- Manage on-call schedule and notify of any special assignments from our clients
- Notify our operations managers of the schedule and numbers to call in case of emergency.
- Active in all facets of dispatch, various reporting responsibilities as needed
- Freight forwarding functions such as booking, issuingDelivery Orders
- Checking and confirming order status on pick-up and deliveries
- Analyze freight bills for customer specific required information when setting up airport drops
- Track and log information in the tracking system as well as placing notes
- Coordinate & expedite requests, time-specific pick ups and deliveries and other special requests
- Be willing to go the extra mile to support our team to finish the day strong.