Customer Service Rep

POSITION PURPOSE

To solicit and manage freight orders daily from a designated and assigned base of SOAR Transportation customers by phone, e-mail, web-based platforms, and electronic data interchange and once received, enter the freight orders into the McLeod System for process and service. Communicate to SOAR Transportation customers via e-mail and phone in a timely, professional manner.

JOB FUNCTIONS

• Consistently and continually solicit committed and non committed freight orders from a designated and assigned customer base via a multitude of communication exchanges daily.
• Develop and maintain strong customer relationships to allow for the greatest opportunities in generating the highest level of freight order volumes.
• Continuously monitor all available communication exchanges for receiving freight load orders.
• Aggressively accept, pre-accept, and enter all freight orders into the system.
• Offer and outsource the appropriate loads to the SOAR Transportation network of carriers.
• Track and trace all active orders for current on-time status and proactively contact customers, providing them with shipment status.
• Seek alternate solutions with customers in the event of a service deviation, including change of pick up or delivery appointments.
• Remedy customer complaints regarding SOAR Transportation service to maximize customer satisfaction.
• Interface with management to advise them on any feedback provided by the customer relative to our service, product offerings or changes in their business levels.
• Utilize booking tools to obtain data regarding booking averages and market trends.
• May enter pick-up and delivery information specified by the customer into McLeod system or assign pickup and delivery window into McLeod system when customer does not specify appointment times.
• May travel to a customer or business site for business related meetings or entertainment purposes.
• Maintain proper attendance and punctuality to ensure that the department is operated in an efficient and cost-effective manner.
• Ability to work on any SOAR Transportation site or SOAR Transportation customer location site while performing the essential functions of this position.
• Maintain company, employee, and customers confidentiality.
• Other duties and special projects as assigned by management.

KEY KNOWLEDGE AND EXPERIENCE

• High school diploma or GED equivalent
• 1 - 2 years work experience in the transportation industry or customer service
• Inside sales or other sales experience preferred
• Excellent communication and customer service skills required
• Knowledge of Microsoft Office products required
• Experience working in a deadline driven environment preferred