What are the responsibilities and job description for the Customer Service Specialist position at Trinity Logistics?
Day in the Life: Customer Service Specialist
Join our dynamic team as a Customer Service Specialist! In this exciting role, you'll be the first point of contact, answering phone calls and resolving issues with enthusiasm and expertise. Building strong relationships is key, and you'll collaborate with other Team Members and Managers to tackle challenges head-on. Your excellent communication skills will not only help resolve issues swiftly but also uncover innovative solutions when needed. You'll work closely with our Billing Department to ensure that the needs of our valued stakeholders—customers, carriers, Team Members, and factoring companies—are met with utmost care. Additionally, you'll play a vital role in educating customers and carriers on how to make the most of our website portals. Our mission in the Customer Service Department is to make doing business a breeze, creating a positive experience for everyone we interact with. Come be a part of our journey to excellence!
ESSENTIAL FUNCTIONS:
- Must be able to multi-task answering the inbound phone calls with any follow up or internal research that accompanies the call.
- Field and respond to inbound emails in our Customer Service email Inbox.
- Research problems for resolution. This entails locating missing paperwork, matching paperwork to the appropriate load if not provided by the billing carrier and digging into our operations system to observe and report our findings.
- Assist carriers with their questions that range from payment status to their web portal login information.
- Assist customers with their needs that range from redirecting their call to the proper representative to helping obtain load documents and showing them how to access this information online.
- Work closely with the Billing Department to ensure the customers are billed in a timely manner. This includes calling on the unbilled, clearing bill service failures, stuffing and mailing invoices.
- Participates in special projects and handles all other assigned duties as required.
JOB QUALIFICATIONS:
- Able to provide exceptional customer service to all stakeholders in a fast-paced environment juggling multiple tasks and projects at once.
- Positive and friendly attitude with demonstrated ability to gain cooperation from across various departments and Team Members.
- Detail oriented.
- Strong communication skills which will translate into a pleasant and professional demeanor on the phone as well as in emails.
- Proven planning and organizational skills.
- Goal oriented, always willing to seek knowledge and improve upon skills in order to drive new ideas.
- Bilingual in Spanish preferred, but not required.
- Commitment to living Trinity Core Values.
WORK ENVIRONMENT / PHYSICAL DEMANDS:
This job operates in a physical office environment. While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand; walk; use hands, arms and fingers to handle and lift objects up to 10 pounds.
REMOTE ELIGIBILITY: Hybrid - In office every Friday
LOCATION: 50 Fallon Ave. Seaford, DE 19973
ADDITIONAL RESPONSIBILITIES:
Bring new ideas and processes to the team to help drive efficiency to provide the best service as possible to our customers and carriers.
This job description does not imply that the above functions are the only tasks that may be required. Team Members will be expected, if possible, to follow any other job-related instructions and perform any other job-related tasks as requested.
EEO STATEMENT:
Trinity Logistics, Inc. is an Equal Opportunity employer. All Team Members and applicants are considered without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or any status which is protected by state or federal law.