Location: Roanoke,VA, USA
Customer Service Representative (Accounts Manageable)
Tracking Code 184-373 Job Description **Lawrence is seeking out an ambitious individual for a part time position in a specialized customer service role! This position will be introduced as part time, but has the capability to blossom into a full time position.**
The Customer Service Representative partners daily with the Dispatcher, clients, and employees to achieve results. Primary areas of responsibility include:
* Assist Dispatchers and Managers by ensuring orders are built accurately, loads/compliance factors are complete and accurate, and completed runs are closed out immediately.
* Serve as first line of contact for driver, customer, and manager questions relating to the movement of freight.
* Ensure Drivers have everything needed to run safely and legally within State and Federal requirement.
**Reporting Structure**
The Customer Service Representative will report directly to the Director of Operations. This person is also expected to interface with other management, dispatchers and other leaders of the different business divisions.
**Essential Functions & Major Accountabilities**
* Builds Truck Orders (TOs) and works with Dispatchers to move and monitor loads, answer questions as required.
* Assists broker with Less-Than-Truckload (LTL) Scheduling and Tracking Shipments.
* Lead scanning/imaging process for delivery receipts
* Communicates directly with customers to answer service-related questions.
* Ensures all necessary permits are known, granted, and accessible; follows through each process for complete accuracy and awareness for all involved.
* Assist Dispatch with all administrative backup work as needed
* Serve as back-up for basic dispatching functions to fill in for dispatcher when they are scheduled off duty.
* Use Dispatching system (TMW) to help manage customer loads and coordinate these loads with drivers.
* Track on-time orders; back-haul percentages; overall effectiveness of Driver efficiency to exceed customer expectations.
* Administer backhaul functions by interfacing with the DAT board.
* Set up new customers to E-Stat tracking.
Required Skills **Requirements Knowledge, Skills & Accountabilities**
* General knowledge of freight and logistics; ability to build and manage logistics load for accuracy and compliance while meeting customer expectations (on-time delivery) and Driver efficiency (back-haul opportunities).
* Must be an analytical minded individual with attention to detail.
* Ability to multitask, support projects, and meet deadlines while keeping a solution focused mindset.
* Must demonstrate a sense of urgency and ownership to drive projects to completion.
* Excellent professional communication and demeanor required with the ability to manage Driver and customer relationships via phone.
* Demonstrate tenacity and an energized approach, building confidence between the Dispatcher, Driver, and the Customer.
Required Experience **Education/Experience Requirements**
* Associates Degree or related work experience is highly preferential.
* Highly organized with strong attention to detail and follow through skills.
* Ability to operate effectively in a dynamic, fast-paced, and results-oriented environment, and be flexible/adaptable to change.
* Excellent computer skills essential for success in this role with demonstrated ability to create/manage information within Microsoft Suite (Word, Excel, etc.).
* Experience utilizing TMW system to log/manage loads from origin to destination.
Lawrence Companies is an Equal Opportunity Employer: Minority/Female/Veteran/Disabled
Job Location Roanoke, Virginia, United States Position Type Part-Time ** Apply**
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