Customer Satisfaction Rep - JXE

Momentum Transportation USA, an award-winning Landstar Agent; Jacksonville (FL); On-site; USD 36,000 - 48,000; Full time

Job summary

Momentum Transportation USA is seeking a Customer Satisfaction Representative (CSR) to build and sustain profitable relationships with internal and external customers, taking full responsibility for each contact and ensuring all requirements are met. This role reports directly to the NATG Customer Satisfaction Manager.

The CSR will coordinate with carriers, shippers, and consignees, update transportation management systems, handle EDI tasks, and deliver proactive service to increase customer

Qualifications

• High School Diploma or GED required; college degree preferred.
• Minimum three years of experience in a Logistics/Supply Chain/Freight Forwarding/Courier setting.

Responsibilities

• Establish and maintain profitable relationships with internal and external customers.
• Take personal and complete responsibility for each customer contact.
• Ensure that all customer requirements are completely met.
• Coordinate appointments with carriers, shippers, and consignees.
• Update and maintain transportation management and operation systems.
• Provide complex problem resolution and guidance to others.
• Answer customer inquiries per satisfaction standards.
• Maintain regular attendance and flexibility for overtime.

Skills

Customer service

AS400

Geography knowledge

MS Office

Data entry

Interpersonal skills

Problem solving

Self-directed

Time management

Team player

Attention to detail

Communication skills

English fluency

Education

High School Diploma/GED

College Degree Preferred

Tools

AS400

Microsoft Office

Job description

Job Summary

The Customer Satisfaction Representative (CSR) is responsible for establishing and maintaining profitable relationships with internal and external customers on behalf of the company by taking personal and complete responsibility for each customer contact and by ensuring that all customer requirements are completely met. This position reports directly to the NATG Customer Satisfaction Manager.

Job Summary

The Customer Satisfaction Representative (CSR) is responsible for establishing and maintaining profitable relationships with internal and external customers on behalf of the company by taking personal and complete responsibility for each customer contact and by ensuring that all customer requirements are completely met. This position reports directly to the NATG Customer Satisfaction Manager.

Essential Duties and Responsibilities

• Applies accessorials as necessary.
• Processes EDI as required (key account/OEM)
• Prioritizes tasks and workload to focus on issues that directly impact quality and service performance.
• Adheres to company standards on customer satisfaction, accuracy, and timeliness.
• Coordinate appointments with carriers, shippers, and consignees
• Update and maintain transportation management and operation systems.
• Proactively identify problems and swiftly implement the appropriate solutions.
• Answer all customer inquiries in accordance with the customer satisfaction standards.
• Further increase customer satisfaction and business share through proactive and regular contact
• Provide complex problem resolution and provides guidance to others.
• Utilize specialized industry and company computer systems and procedures, reference materials/documentation and personal industry knowledge to process client shipments.
• Maintains regular, timely, and consistent attendance at work.
• Flexibility to work overtime as needed.
• Must demonstrate professional behavior.
• Perform other duties as assigned.

Knowledge/Skills/Abilities

• Strong customer service (preferably from a logistics background involving phone experience, pricing, quotes, conflict resolution/problem solving)
• AS400 experience preferred.
• Knowledge of North America geography
• Proficient with computer and Microsoft Office applications
• Excellent data entry/keyboard skills
• Strong interpersonal skills to effectively interact with internal and external customers.
• Excellent problem-solving skills with the ability to seek alternative solutions.
• Self-directed, displays initiative and can work independently.
• Organizational and time management skills
• Team player with proven ability to work under pressure.
• Strong attention to detail with excellent follow-up
• Excellent communications skills, both written and oral
• Strong knowledge of customer service principles & practices
• Attention to detail.
• Must be fluent in English.

Education and Experience Requirements

High School Diploma/GED Required. College Degree Preferred.

Minimum three years of experience in a Logistics/Supply Chain/Freight Forwarding/Courier company.