Coordinator, Customer Service II - TR

Corovan; San Jose (CA); On-site; USD 31,000 - 39,000; Full time

Job summary

Corovan seeks a Transportation Coordinator II in San Jose to manage commercial projects, including moves, storage in/out, and installations, while coordinating with customers, operations and vendors. You will enter, track, and update work orders using both the WebPortal and the Order Entry System, and prepare documentation for each project.

Focus on delivering on schedule and communicating estimated and actual costs to customers in a clear, professional manner; escalate issues as needed to

Qualifications

• Experience in customer service and order processing preferred.

Responsibilities

• Receives work requests from customers and sales via multiple channels and verifies details.
• Enters and tracks orders using WebPortal and Order Entry System.
• Communicates changes to customers and internal teams to ensure on-time delivery.
• Reports and escalates issues to management as needed.

Skills

Customer service

Job description

• Pay or shift range: $22.75 USD to $28 USD
  The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.

Description

$22.75/hour - $28.00 / hour

Reporting to the Transportation Manager, the Transportation Coordinator II is responsible for managing commercial projects, such as O&I Moves, Storage In/Out, Installation and Tech Jobs, while interacting with customers, end users, operations, and other vendors. This position is responsible for entering, tracking, and updating work orders using both the WebPortal and the Order Entry System. This position also confirms and converts work orders per policy and serves as gatekeeper for blue file projects.

Primary job function requires exceptional customer focus while accountable for ensuring that products and services are delivered on schedule in accordance with the shipment agreement. He/she is responsible for providing written, and verbal communication to customers/end users regarding estimated and actual costs.

Typically reports to the Transportation Manager but may be given direction from Sales and Project management via proposal assistance and compiling and forwarding information on all projects to the proper department and personnel. Generates reports as required.

This position is an associate level position. This position may participate in weekly team training. This position is also responsible for reporting and escalating any issues to their manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Main Duties:

• Receives work requests from customers and salespeople via phone, fax, email, and the Web Portal, verifies accuracy and completeness – obtains missing information if necessary.
• Takes ownership of customer relationship – ensures customer satisfaction with all transportation services to achieve a 100% quality rating.
• Communicates changes to customers, sales, and operations as they happen. Documents changes and makes appropriate changes in WebPortal or Order Entry System.
• Utilizes “no-access” list to ensure delinquent customers are current before jobs are converted according to accounting policy.
• Enters orders in the Order Entry System, confirms and converts jobs according to policy.
• Makes check calls to all customers for next day’s work based on final day page.
• Produces Blue Files for Operations Manager including all documents such as signed agreements, cube sheets, copies of estimates, change orders, drawings, etc., etc.
• Produces paperwork for crews to perform daily functions on site including bills of lading, maps, timesheets, etc.
• Creates move files and keeps accurate hard copy records of projects.
• Completes all paperwork accurately and neatly and turns into operations daily, including timesheets, bills of lading, tick sheets, inventories, and disposal forms.
• Reviews all returned paperwork from the field daily for accuracy and completeness including all bills of lading, timesheets, VIR’s, safety huddles, change orders and communicates errors to management.
• Exports all crew hours in Order Entry timely and accurately daily.
• Makes copies of all paperwork and pouches to accounting in San Diego daily by 4:00PM.
• Communicates possible claims to claims manager daily.
• Coordinates all storage in/out with Warehouse Coordinator daily.
• Become proficient on the company’s chosen Contact Management Software (CMS) and Order Entry System.

Customer Relations:

• Must follow all confidentiality rules regarding customer information.
• Assist with client inquiries and answers client questions with regards to payment history/balance, account updates and customer service issues.
• Uses a high level of professionalism in verbal and e‑mail communication, always seeking to be helpful, to focus on problem solving and arriving at a win‑win interaction.
• Maintain excellent customer service with the customers to establish solid relationships.
• If needed, Handle customer complaints in a timely manner and elevate any relevant matters to their manager.
• Promote Corovan’s Mission and Vision Statements.
• Must be courteous, helpful, and professional to all existing and potential customers, by interacting with customers in person and via telephone, fax, and email to ensure complete customer satisfaction in all matters related to the operation.
• Maintain excellent customer service with the customers, vendors, sales, transportation, and operation teams to establish solid relationships.

Training:

• Participates in ongoing training and may assist with training of new employees through cross‑functional collaboration between locations.
• Participate and may lead Six Sigma projects, as required to improve processes and efficiencies.
• Promote Corovan’s Mission and Vision Statements.
• Continuously promotes compliance with company policies and procedures.

Safety:

• Ensure the highest standards of safety, productivity and customer service are exceedingly daily.

Other Duties:

• Adhere to meal and rest periods per Company policy.
• Other duties to meet business needs and requirements as assigned.
• Works with confidential data, which, if disclosed, might have significant internal or external effect.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

COMPETENCIES:

• CUSTOMER SERVICE – Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.