What are the responsibilities and job description for the Customer Service Representative position at TForce Logistics?
Schedule: Mon-Fri 9:30AM-6:30PM
GENERAL DESCRIPTION
Maintain good customer service through timely response to customer order requests and inquiries while maintaining excellent customer relations. Other miscellaneous duties as assigned by manager.
PRIMARY RESPONSIBILITIES
Answer all customer calls promptly and professionally.
- Enter order-processing information quickly and accurately.
- Ensure maintenance of manual order entry skills and supplies for use in the even of system failure.
- Recognize customers by name.
- Provide accurate service and pricing information
- Complete all inquiries regarding trace requests and communicate status to customer(s).
- Ensure customer satisfaction by handling all complaints and referring them internally for action.
- Recognize potential sales leads and notify the Sales Department.
- Maintain excellent working knowledge of products/services.
- Maintain liaisons with other department to promote good working relationship in support of customer service.
- Complete all required reports accurately and within specified time frame.
- Identity opportunities for new services or product enhancements and communicate this with their direct supervisor or manager.
- Respond to dispatch as required regarding requests for additional information, and inform customer of any delays or service failures.
- Identify and initiate “Change Notices” for the customer mater file.
- Respond to cancelled calls due to a service issue by offering a solution and apologizing for not meeting customer expectations.
- 100-200 Outbound calls a day to schedule deliveries
o Acknowledge the importance of customer issues.
o Gather all information necessary to solve issues promptly
o Advise the customer on what exactly you are going to do to solve the issues promptly.
o Review your commitment with customer
o Follow through on your commitment.
· Perform all other duties as assigned.
EDUCATION REQUIREMENTS
· High school diploma or GED.
EXPERIENCE REQUIREMENTS
· Minimum 2-3 years customer service experience.
SKILLS AND ABILITIES REQUIREMENTS
· Excellent interpersonal skills
· Good communication skills
· Typing speed of 50 wpm
· Excellent knowledge of city
PHYSICAL REQUIREMENTS
· Able to lift normal office supplies up to 15lbs.
The above job description has been designed to indicate the general nature and level of work performed by employees with this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience:
- Customer service: 1 year (Preferred)
Work Location: In person