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

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.

• 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 Sage/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 Sage/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.

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 Sage/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.
• Other duties as assigned

On Time Trucking, Inc. will consider qualified applicants with a criminal history pursuant to the New York Fair Chance Act. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if On Time Trucking, Inc. is concerned about conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report. Find out more about the Fair Chance Act by visiting https://www.nyc.gov/site/cchr/media/fair-chance-employees.page