Customer Service Representative

Company: Ascend
Location: Jackson
Posted on: May 15, 2022

Job Description:

PURPOSE
Ascend's Customer Service Representatives provide support and assistance to account managers through timely order entry and appointment scheduling, while maintaining data integrity basic level. They provide client screening and scheduling of transportation in a prompt, courteous and professional manner, and accountable for daily hands-on customer related situations and resolving load discrepancies.
ACCOUNTABILITIES
- Solicit and accept revenue producing freight from customer list provided by sales department and third-party brokers.
- Grow and develop customer relationships to maintain business and increase additional levels of revenue producing freight by exceeding service level expectations.
- Use exemplary telephone skills to present a quality-oriented image where the Customer is treated in a consistent, courteous, and efficient manner.
- Responsible for monitoring and tracing loads so that the follow up can be made to Customers regarding late pickups and or deliveries.
- Initiate Service Failure Reports.
- Responsible for managing and clearing all billing issues.
- Responsible for managing service issues by researching and coding all applicable service failures in the system to support accurate service reporting.
- Responsible for managing EDI related requirements or web-based portals as required by Customer.
- Anticipate and facilitate problem resolution on all load issues to meet or exceed total satisfaction of Customers.
- Assist in collecting and maintaining current Customer information in the system.
- Work with all other Ascend internal departments to resolve customer or company issues when necessary.
- Communicate to Sales Service turn down freight and new business opportunities.
- Serve as the Customer liaison with other departments when necessary (i.e., claims, pricing, collections, etc.).
- Communicate effectively and professionally with Customers, Operation Personnel, Drivers, and management of all levels.
- Assist in notifying and collecting detention (power and trailer) from customer
- Models and promotes Ascend's Values: Zero Safety Events; Be Courageous; Act with Integrity; Inspire Trust; Teamwork; Have Fun and Build a Legacy.

Qualifications
- Previous driving experience or 6 months of customer service experience.

KNOWLEDGE, Skills, and traits
- Effective use of written and oral communication.
- Ability to deliver exceptional service through positive engagement and patience.
- Ability to receive detailed customer load information by telephone, fax, or EDI.
- Ability to input all load information into the system accurately to ensure system integrity.
- Must be able to enter an average of 30 to 45 loads per day.
- Ability to work effectively both independently and as a member of a collaborative team

Education, Certifications, & License Requirements
- High School Diploma or GED

Keywords: Ascend, Jackson , Customer Service Representative, Hospitality & Tourism , Jackson, Tennessee