Customer Service Representative
Job Overview
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National is the company of choice for experienced truck drivers &
owner operators. Schneider offers truck drivers: Job Description JOB SUMMARY: The role of the Customer Service Representative (CSR) is to manage a segment of the SNI customer base within a team to achieve specific key factor goals. The CSR will handle a variety of service requests and issues independently. This is accomplished by having a comprehensive understanding of all procedures, systems, and equipment used daily. Responsibilities include soliciting and booking freight, billing, resolving problems and building a solid working relationship with all customers in order to understand their total service needs.
DUTIES AND RESPONSIBLITIES: 1. Communicates effectively with Customers, Account Managers, Driver Business Leaders, Drivers, Area Planners and other internal personnel to: a) Generate freight according to market and solicitation plans b) Takes complete ownership of load from beginning to end. Quote to Cash c) Develop, strengthen, and maintain relationships with customer base d) Accepts freight based on flow , balance, and market priorities e) Document and Track turned down freight f) Accurately invoice customers 2. Effectively uses the telephone to present a quality oriented image where every customer is treated in a consistent, courteous, and efficient manner. 3. Anticipates problems and acts proactively to resolve them. 4. Participates in quality projects to support customer’s needs. 5. Ensures all computer information is accurate and up to date 6. Meets or exceeds total service needs of customers. Takes steps to alleviate issues and improve service efficiency. 7. Provides back up support to other CSR’s on the team to eliminate any customer hold time. 8. Is a positive role model for other team members providing support and enthusiasm. 9. Make profit based decisions in response to business strategy, market needs and profitable execution of the business
EXPERIENCE AND SKILL REQUIREMENTS:
1. Minimum of high school diploma or equivalent, post high school education preferred 2. Minimum of one year of customer service experience 3. Strong sales and solicitation skills 4. Negotiation skills 5. Excellent communication and listening skills 6. Strong problem solving, decision making and analytical skills 7. High tolerance for stress 8. Good attention to detail Planning and organization skills |
