Customer Support Representative

Evan's Airport Service, Inc; Delafield (WI); On-site; USD 42,000 - 54,000; Full time

Job summary

Evan's Airport Service, Inc is seeking a Customer Support / Operations Assistant to help with day-to-day order entry, account support, and TMS setup and training. The role audits orders for accuracy, corrects missing data, and keeps customers informed of status via multiple channels.

The candidate will work with carriers to obtain updates and provide timely, courteous communication to customers, supporting Evans’ Operations team to resolve issues and maintain service quality.

Qualifications

• Exceptional customer service skills and a strong work ethic.
• Highly organized with the ability to multi-task and problem solve on the spot.
• Attention to detail and accuracy; team oriented and self-motivated.
• Must read, write, type, and speak English fluently.

Responsibilities

• LTL and TL order entry and validation.
• Invoice entry and carrier communication for updates.
• Provide customers with timely delivery updates via TMS, email, and phone.
• Share information to mitigate delivery issues with the Operations team.
• Maintain high levels of customer service, even under pressure.
• Perform other duties as assigned.

Skills

Exceptional customer service

Organizational skills

Multi-tasking

Problem solving

Attention to detail

Team oriented

Self-motivated

English literacy

Education

Bachelor’s degree preferred

Tools

Microsoft Office

Outlook

Job description

THE POSITION

Under the direction of the Director of Operations, this role will be responsible for assisting Operations in day-to-day order entry, account support, and helping set up and train users within Evans’ transportation management system (TMS). To complete their objective successfully, Evans’ Customer Support Team audits customer-entered orders for completion and accuracy, procures and corrects missing and incorrect order information, obtains delivery status updates from carriers, and cordially communicates order information to customers.

Description

THE POSITION

Under the direction of the Director of Operations, this role will be responsible for assisting Operations in day-to-day order entry, account support, and helping set up and train users within Evans’ transportation management system (TMS). To complete their objective successfully, Evans’ Customer Support Team audits customer-entered orders for completion and accuracy, procures and corrects missing and incorrect order information, obtains delivery status updates from carriers, and cordially communicates order information to customers.

Roles And Responsibilities

• LTL and TL order entry/ validation
• Invoice Entry
• Communicate with carriers to obtain pickup/ delivery updates via carrier websites, email, and phone.
• Communicate delivery updates to customers via Evans’ transportation management system (TMS), email, and phone.
• Communicate information needed to mitigate delivery issues with Evans’ Operations Team.
• Maintain the highest level of customer service even when under pressure.
• Perform all other duties as assigned.

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.

The above list reflects the general details necessary to describe the principle and essential functions of the position and shall not be construed as the only duties that may be assigned for the position.

Requirements

MINIMUM QUALIFICATIONS AND REQUIREMENTS

Education: N/A

Experience / Training: Exceptional customer service skills. High level of organizational and multi-tasking skills. Ability to problem solve on the spot. Attention to detail and accuracy. Team-oriented. Self-motivated, dedicated, and enthusiastic. Ability to read, write, type, and speak English fluently.

Licenses / Certifications: N/A

Technology / Equipment: Experience with Microsoft Office, especially Outlook. Ability and willingness to learn new software.

Preferred Qualifications And Requirements

Education: Bachelor’s degree preferred.

Experience / Training: Previous experience with shipping/trucking carriers preferred.

Licenses / Certifications: N/A

Technology / Equipment: N/A

PHYSICAL AND MENTAL DEMANDS

While performing the duties of this job, the employee must be able to continuously sit, use a keyboard, calculator, and telephone. The employee is occasionally required to stand, walk, stoop, and/or kneel. The employee must occasionally lift and/or move up to 10 pounds while moving files or small packages. Specific vision abilities required by this job include close vision and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position.

WORK ENVIRONMENT

Work is performed in an office environment. The noise level in the work environment is usually moderate. The work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.

The work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.