Customer Service Representative

England Logistics, Inc.; Salt Lake City (UT); On-site; USD 22,000 - 30,000; Full time

Benefits offered by this job

Medical insurance

Dental and vision insurance

401k

Paid vacation

Holidays

Sick days

Job summary

England Logistics, Inc. in Salt Lake City, UT is hiring a Customer Services Representative to join a fast-paced team supporting our factoring portfolio.

You will handle day-to-day client communication by phone and email, resolve issues, and coordinate with credit, collections, operations, and sales to maintain service levels. The role pays $19.00 per hour with a monthly bonus potential of $500 and includes medical, dental, vision, 401k, paid vacation, holidays and sick days.

Qualifications

• 1+ year of outbound/inbound customer service or sales experience.
• Desire to help midsize to large businesses.
• Attention to detail and problem-solving skills.
• Ability to adapt and learn quickly.
• Willing to be mentored and trained.
• Excellent work ethic and phone manner.
• IFA Account Executive Certification.
• Proficient with Microsoft Office.
• Ability to manage multiple operating systems.
• Bilingual not required but a plus.

Responsibilities

• Provide effective resolution to client issues on a consistent basis.
• Manage reserve requirements in portfolio balances.
• Manage client escalations for assigned portfolio.
• Manage client cancellations for assigned portfolio.
• Client trend analysis.
• Review debtor balances and trends and provide analysis to clients.
• Increasing client website usage.
• Assist Carriers with operations decisions such as lane analysis, Tire and fuel purchasing, Maintenance, and EL Brokerage Freight Opportunities.
• Ensure that Clients are given the support that is needed on a daily basis.
• Making outbound and inbound phone calls.
• Responding to Client emails and inquiries.
• Ensuring attention to detail and accuracy.
• Developing new and existing relationship.
• Work with other internal departments.
• Ability to prioritize and manage multiple responsibilities.
• Completion of weekly commitments and goals.
• Understanding of all facets of accounts receivable financing and ABL lending including credit, collections, documentation, and workout.

Skills

Customer service

Sales experience

Problem solving

Attention to detail

Adaptability

Account management

Conflict resolution

Phone etiquette

Education

IFA Account Executive Certification

Tools

Microsoft Office

CRM software

Job description

England Logistics is one of the fastest growing third party logistics and supply chain management companies in North America. Our growing success enables us to feed millions of hungry children through our One Initiative. We continue to hire great people that will contribute to the culture at England Logistics.

The Customer Services Representative plays an important role in the overall success and health of our factoring portfolio. The CSR works as part of a team in a fast-paced high impact environment. The CSR works to cultivate and grow Client relationships and is responsible for the day to day communication with the client. The CSR will collaborate with credit, collections, and operations, sales and various other internal departments to resolve Client account issues or concerns. In addition, our ideal candidate will also be detail oriented and possess a positive hard-working attitude.

• $19.00 an hour, plus a monthly bonus potential of $500
• Paid weekly, every Friday.
• Monday- Friday 7:00AM-4:00PM
• Medical insurance. Dental and vision insurance. 401k.
• Paid vacation, holidays, and sick days.

Results/Success Metrics

• Provide superior customer service by phone and email in a timely manner
• Retain Current Clients and obtain referrals for potential Clients
• Maintain response time to clients within two hours
• Clear written and verbal communication with external and internal customers regarding portfolio
• Meets department goals and activity metrics
• Adherence to company policies regarding attendance, punctuality, and dress code.
• Providing resolutions to problems in a time effective manner
• Maintain customer service level of 99%
• Provide monthly lane analysis reviews

Responsibilities

• Provide effective resolution to Client issues on a consistent basis
• Manage reserve requirements in accordance to portfolio balances
• Manage client escalations for assigned Portfolio
• Manage client cancellations for assigned Portfolio
• Client trend analysis
• Contract reviews to determine if client is meeting obligation, IE reserve releases supplemental fees
• Review Debtor balances and trends and provide analysis to Clients
• Increasing client website usage
• Assist Carriers with operations decisions such as lane analysis, Tire and fuel purchasing, Maintenance, and EL Brokerage Freight Opportunities
• Ensure that Clients are given the support that is needed on a daily basis
• Making outbound and inbound phone calls
• Responding to Client emails and inquiries
• Ensuring attention to detail and accuracy
• Developing new and existing relationship
• Work with other internal departments
• Ability to prioritize and manage multiple responsibilities
• Completion of weekly commitments and goals
• Understanding of all facets of accounts receivable financing and ABL lending including credit, collections, documentation, and workout

Qualifications

• Minimum of 1 years of outbound//inbound Customer Service or sales experience
• Have a desire to help midsize to large businesses
• Attention to detail and problem-solving skills
• Ability to adapt
• Willing to be mentored and trained
• Excellent work ethic, positive attitude and can work under pressure
• Ability to be held accountable
• Excellent customer service skills and phone mannerisms
• Excited about growing your career within a rapidly growing company
• Ability to resolve conflict in a professional manner
• IFA Account Executive Certification
• Ability to quickly learn software systems
• Proficiency in Microsoft Office (Excel, Outlook, and Adobe Acrobat)
• Ability to manage multiple operating systems
• Bilingual not required but a plus

We use the criteria of merit, qualifications, and abilities to determine hiring decisions and promotions within the organization. England Logistics does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, sexual preference, genetic information, or any other segmenting factor protected by law.