Customer Service Rep I (Mon-Fri 8am-4pm)

Description

On Time Trucking, Inc. (OTT) is seeking an experienced and detail-oriented Customer Service Representative to join our team. This role is integral to the efficient management of freight operations. The ideal candidate will demonstrate a high level of professionalism, excellent communication skills, and the ability to manage multiple systems to ensure smooth and accurate processing of freight and customer interactions. 

Requirements

Key Responsibilities:

• Freight Management:
  Manage the handling of appointment freight for accounts and oversee all related operations for various accounts as assigned. Ensure seamless communication and timely updates across multiple platforms.
• Document Processing & Data Entry:
  Accurately process inbound paperwork and enter manifests into Peachtree. Monitor and track all appointment freight, entering critical information into any systems pertaining to assigned accounts.
• Customer Service & Communication:
  Answer incoming customer phone calls, addressing inquiries and resolving issues promptly. Provide exemplary customer service to both internal teams and external clients, ensuring satisfaction and efficient problem resolution.
• Exception Management:
  Enter exceptions from inbound manifests into the system, ensuring all discrepancies or issues are properly documented and escalated when necessary.
• Freight Coordination:
  Pull pickups from the system and provide the necessary information to dispatch. 
• Inbound Trailer Management:
  Process and track inbound trailers, ensuring proper entry into Peachtree and TMS systems. Coordinate with relevant teams to manage any outstanding issues with incoming freight.
• OS&D Handling:
  Take charge of managing OS&D (Overages, Shortages, and Damages), including refusals, clearances, reconsignments, returns, and related tasks. Ensure timely resolution and accurate documentation of all OS&D cases.
• Undelivered Freight Resolution:
  Review and manage undelivered reports, working with the appropriate teams to resolve any outstanding delivery issues efficiently and accurately.
• Coverage for Other Representatives:
  Provide coverage for other customer service representatives in their absence ensuring consistent service and support across the team.
• Appointment Scheduling for Key Projects:
  Manage appointment scheduling for high-priority projects by coordinating accounts as needed to secure timely delivery windows.
• Certificate of Insurance (COI) Management:
  Monitor and track the expiration of COIs, ensuring all relevant documents are updated in a timely manner. Work closely with internal teams to ensure compliance with insurance requirements.
• Other duties as assigned.

Qualifications:

• Experience:
  Minimum of 2 years in customer service, preferably within the transportation, logistics, or supply chain industry. Prior experience with transportation management systems is highly desirable.
• Technical Skills:
  Proficiency with Excel and TMS systems is required. Familiarity Peachtree is a plus. Strong computer skills, including proficiency in Microsoft Office Suite (Excel, Word, Outlook).
• Communication:
  Exceptional verbal and written communication skills. Ability to communicate effectively with both customers and team members, ensuring clarity and professionalism at all times.
• Organization & Multitasking:
  Strong organizational skills with the ability to manage multiple priorities and tasks simultaneously. Must be detail-oriented with a commitment to accuracy in data entry and documentation.
• Problem-Solving & Critical Thinking:
  Ability to analyze complex situations, resolve discrepancies, and identify the best course of action to maintain workflow efficiency and customer satisfaction.
• Team-Oriented:
  Able to collaborate effectively with colleagues across various departments and provide coverage for team members as needed.
• Dependability & Flexibility:
  Dependable, with the ability to adapt to changing priorities and deadlines. Flexibility to assist with various duties and provide coverage when necessary.