Department:  Sales & Marketing 
Title:               Customer Service Representative 
Reports to:    Branch Director 

Position Summary 

The Customer Service Representative assists in the day-to-day administration of Sales and Marketing operations. The Customer Service Representative is responsible for ensuring our customers are getting the best possible service when they entrust us with their shipping and logistics needs.

Responsibilities:

•    Polite and thorough communication with all customers, driver, carriers, and employees at TRAFFIX
•    Effective problem solving to ensure maximum customer satisfaction
•    Position related filing and record keeping
•    Tracking and tracing loads 
•    Entering load orders with attention to detail and accuracy 

Primary Objectives: 

•    Provide best-in-industry customer service 
•    Proactively solve problems before they occur
•    Verification of on time freight movement 
•    TRAFFIX TMS shipment updates
•    Exemplify Traffix values and strategic goals 

Position Details:

•    Provide various types of office support such as responding to customer inquiries, maintaining customer accounts, processing applications for service 
•    Extensive contact and interaction with the public in situations requiring problem resolution, and duties which relate specifically to customer concerns 
•    Provides up to date information regarding the status of any load as required 
•    Follow up customer calls where necessary 
•    Ensures pickup and delivery requirements are met to appropriate service levels 
•    Obtain information from the customer to perform a requested task 
•    Tracing and producing P.O.D.'s for customers 
•    Finding, fixing, and preventing problems 
•    Work closely with operations for the timely movement of freight 
•    Continually update internal system. 
•    Calling customers to confirm delivery on unsigned bills 
•    Answering customer pick-up calls 
•    Completes assigned tasks accurately, and in a timely fashion to ensure that customer needs are met. 
•    Perform any other reasonable duties assigned or directed by management as necessary to ensure the continued success of Traffix and the Department. 

Requirements Skills & Abilities:

•    Able to work in a busy environment 
•    Manage a high volume of calls and emails 
•    Handle customer inquiries via telephone and email 
•    Research required information using available resources 
•    Manage and resolve customer complaints 
•    Identify and escalate priority issues 
•    Ability to multitask 
•    Strong oral and written communication skills 
•    Robust listening, organizational, problem analysis/solving skills
•    Fine attention to detail 
•    Team Player 
•    Ability to sit for long periods of time

Education & Experience
 
•    2 years of experience in a fast-paced call center or office; preferably in the transportation and/or warehousing industry 
•    Experience providing high level customer service 
•    Proficient in MS Office Suite
•    Experience with TMW is considered an asset
•    Fluency in 2 or more languages is consider an asset
 

This is a non-management position
This is a full time position

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