Customer Service Representative

Riverside Transport, Inc.; Kansas City (KS); On-site; USD 36,000 - 48,000; Full time

Job summary

Riverside Transport, Inc. in Kansas City, KS is seeking a customer service representative to interview customers and record information for service delivery. The role supports load coordination, order accuracy, and scheduling within the dispatch process.

You will communicate by phone and email, update rates and entries in the system, and notify customers of deliveries while coordinating with Fleet Managers to resolve issues and keep operations running smoothly.

Qualifications

• High school diploma or GED required; 6 months to 1 year related experience or training preferred.
• Strong communication skills, both written and spoken, with customers and internal teams.
• Ability to use computer systems to record and track customer information.
• Attention to detail and ability to follow procedures accurately.
• Demonstrated teamwork and adaptability in a busy environment.

Responsibilities

• Communicate by phone and email to ensure timely and effective response; role models customer focus.
• Check order entries for accuracy and update orders with rates.
• Make appointments as loads are tendered and update scheduling information.
• Update TMW with appointment information for drivers and loads.
• Notify customer locations of upcoming deliveries and changes.
• Coordinate with Fleet Managers to relay load changes or issues promptly.
• Assist with damaged freight issues in collaboration with Safety/HR and customers.
• Display dependable attendance and support co-workers when needed.

Skills

Phone and email communication

Customer service

Attention to detail

Written and verbal communications

Use of technology

Team collaboration

Education

High School Diploma or GED

Related experience (6 months to 1 year)

Tools

TMW Transportation Management System

Job description

Interviews customers and records interview information into computer for customer service by performing the following duties.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Communicate by phone and email to ensure timely and effective response. Role model the Company’s commitment to customers.


• Check order entries for accuracy and update orders with rates.


• Make appointments as loads are tendered.


• Update TMW with appointment information


• Set up best passes, pre-passes, and satellite radios when drivers get info on new trucks assigned.


• Communicate load changes or issues to Fleet Managers in a timely and accurate manner so that the driver can be advised.


• Notify customer locations of upcoming deliveries.


• Manage damaged freight issues in coordination with Safety/HR and the customer.


• Exhibit attendance that indicates your commitment to the job; help out and cover for co-workers whenever needed.

***Disclaimer*** This job description is not intended to be a comprehensive list of duties and responsibilities. Duties and responsibilities may change without notice.

To perform the job successfully, an individual should demonstrate the following competencies:

Job Knowledge - Competent in required job skills and knowledge; keeps abreast of current developments; requires minimal supervision.

Use of Technology - Demonstrates required skills; adapts to new technologies; troubleshoots technological problems; uses technology to increase productivity; keeps technical skills up to date.

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.

Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods.

Managing Customer Focus - Promotes customer focus; establishes customer service standards; provides training in customer service delivery; monitors customer satisfaction; develops new approaches to meeting customer needs.

Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision and depth perception.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

High school diploma or GED; six months to one year related experience and/or training; or equivalent combination of education and experience.

Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.