Customer Service Representative

ABCO Transportation; Ocala (FL); On-site; USD 42,000 - 56,000; Full time

Job summary

ABCO Transportation in Ocala, FL seeks a proactive Customer Service/Load Coordinator to manage customer needs, relay load information, and resolve service issues. You will input data, monitor loads, and maintain strong customer relationships to ensure satisfaction.

The role requires clear communication with customers, operations, and management, with attention to detail and the ability to multitask in a fast-paced environment. Bilingual Spanish is a plus.

Qualifications

• Ability to multi-task in a fast-paced environment and maintain attention to detail.
• Strong verbal and written communication with customers, partners and drivers.
• Build and maintain relationships with customers and internal teams.
• Research and resolve service issues promptly and professionally.
• Adhere to company, state and federal regulations, policies and procedures.
• Bi-lingual Spanish a plus for customer interactions.

Responsibilities

• Serve as the first line of communication for customers and resolve service issues or refer to proper departments.
• Receive and relay detailed load information by phone, fax, websites, or electronic tendering.
• Input all load information accurately into the operating system.
• Monitor and trace loads to ensure on-time pickup or delivery.
• Update customer websites with necessary information to exceed expectations.
• Negotiate and prepare rates with partners and customers.
• Assist in collecting and maintaining current customer information in the system.
• Communicate professionally with customers, operations, and management.
• Perform other related duties as assigned by management.

Skills

Multi-tasking

Effective communication

Customer relationship building

Problem solving

Regulatory compliance

Bilingual Spanish (plus)

Attention to detail

Job description

Responsibilities and essential job functions include, but are not limited to the following:

• Serve as the first line of communication for customers, managing customer needs including resolving service issues or referring customers to the proper departments as necessary to ensure their issues are resolved
• Communicate and receive detailed customer load information by telephone, fax, customer websites, or electronic tendering
• Accurately and timely input all load information into the operating system
• Monitor and trace loads so that follow up can be made to the customer regarding issues that could effect on-time pick up or delivery
• Precisely update customer websites with the necessary information to exceed customer expectations
• Effectively maintain, build and grow relationships with existing and/or new customers
• Manage service issues by researching and coding all applicable service failures in the system
• Negotiate and prepare rates to potential business partners and customers
• Anticipate and facilitate problem resolution on all load issues to meet or exceed total customer expectation
• Assist in collecting and maintaining current customer information in the operating system
• Communicate effectively and professionally with customer, operations personnel and executive management
• Perform any other reasonable related job duties or tasks as required or assigned by management

Knowledge, Skills, and Abilities:

• Ability to multi-task in a fast-paced environment; attention to detail critical
• Ability to communicate effectively both in person and on the phone with customers, internal and external business partners and drivers providing concise instruction or information
• Ability to manage complex transactional or emotional customer situations promptly and professionally meeting commitments for service and assistance
• Ability to develop relations with internal and external customers and drivers
• Ability to adhere to all company, state and federal regulations, policies and procedures
• Ability to read, write and speak English fluently; bi-lingual Spanish a plus