Customer Service Representative
Company: Ascend
Location: Jackson
Posted on: May 16, 2022
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Job Description:
PURPOSEAscend'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
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