Customer Service AssociateSpringdale, AR- 72762Pay Rate: $19/hr - $21/hrShift Timing - Tues- Sat 03.00 AM -11.00 PM SUMMARY: The Customer Service Associate CSA has primary responsibility for managing the relationship between the carrier, customer and sales groups with respect to their assigned accounts.The CSA manages this relationship by becoming intimately familiar with the customers organization, product needs processes and procedures and partnering with the Sales team to provide the highest level of customer service to all accounts. FULL DESCRIPTION:
- Responsible for all aspects of the relationship including analyzing incoming emails and determining a prompt resolution.
- Establishes and maintains positive, effective relationships with key internal contacts; UTILIZES SEVERAL DISPATCH SYSTEMS (TES, LME, FOUR KITES, OTR) AND EXTERNAL SCHEDULING SYSTEMS (RETAILIX, RETAIL LINK, UNFI, ONE NETWORK, etc) TO PROBLEM SOLVE FOR ALL BUSINESS UNITS; maintains knowledge of all internal policies procedures and software applications; maintains knowledge of external customers organizational structure, procedures and all other pertinent information; utilizes available resources to identify the most cost effective solution to best service the needs of and the customer; identifies and implements creative solutions to resolve issues which negatively impact any aspect of the delivery process, to positively represent their relationship with its customers and accurate delivery of products to external customers.
REQUIREMENTS: EDUCATION: Bachelor's degree or equivalent work experience in customer service or transportation/logistics. EXPERIENCE:
- Customer service beyond call center required and dispatch experience in transportation/logistics is a plus.
- COMPUTER SKILLS: Proficient with MS Office applications required; majority of business is conducted via email up to and possibly exceeding 300 per day.
- COMMUNICATION SKILLS: Strong written oral and interpersonal skills; Conflict Management skills; Ability to multi-task; Positive attitude; Problem Solving skills; Negotiation skills