Customer Service Representative

R+L Carriers; Ocala (FL); On-site; USD 32,000 - 52,000; Full time

Job summary

R+L Carriers is seeking a motivated customer service representative to serve as the first line of communication for customers. You will manage load information, resolve service issues, coordinate with operations and drivers, and maintain strong relationships with current and new customers to ensure smooth on-time pickups and deliveries.

You will input data into the operating system, monitor loads, update customer websites with accurate details, and communicate professionally in English (Spanish

Qualifications

• Ability to multi-task in a fast-paced environment, with attention to detail.
• Excellent verbal and written communication with customers and partners.
• Ability to manage complex transactional or emotional customer situations.
• Ability to develop relationships with customers and drivers.
• Adherence to company policies and regulations.
• Fluent in English; bilingual Spanish a plus.

Responsibilities

• Serve as the first line of communication for customers and address service needs.
• Communicate load information by phone, fax, websites, or electronic tendering.
• Input load information accurately into the operating system.
• Monitor and trace loads to ensure on-time pickup/delivery.
• Update customer websites with required information to meet expectations.
• Build and maintain relationships with existing and new customers.
• Research and code service failures in the system.
• Negotiate and prepare rates for potential business partners.
• Facilitate problem resolution on load issues to meet customer expectations.
• Collect and maintain 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

Attention to detail

English fluency

Spanish helpful

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