Customer Service Representative

Description:

This is a part-time position.
Answers the telephone within the 2nd ring, no more than three.
* Completes secondary work assignments while consistently being interrupted with the primary work assignment of answering the phones.
* Follows company procedure and guidelines at all times.
* Assists Service Center Manager to carry through with the Dayton Freight Lines mission.
* Assists the caller in a timely manner without rerouting the call to someone else.
* Will always follow-up with special customer service situations and requests.
* Will accurately take pick-up calls, and ensure the information is given to the dispatcher in a timely manner.
* Will provide caller with rate quotes, as well as, a rate quote number and try to secure a pick-up.
* Will ensure a timely pick-up for Hot Shipments by accurately filling out a Hot Shipment form and follow up.
* Will provide the caller with Proof of Delivery and Bill of Lading copies as requested.
* Traces shipments for caller, in a timely manner, and takes the EXTRA STEP to advise the Customer of delivery date/time, thus ensuring A Happy Customer.
* Provides the caller with accurate freight charges upon request.
* Provides precise messages for the Service Center Manager and Account Managers (sales) and will page the Account Managers in a timely manner.
* Makes appointments in a timely manner, as well as, status all appointments.
* Secures early delivery appointment for freight.
* Ensures extra delivery costs are charged.
* Provides assistance for all Drivers in a professional and timely manner.
* Refers to the OTSA (On The Spot Answers) whenever possible for questions or additional training.
* Maintains busy at all times, seeks help and additional training.
* Practices telephone communication techniques as outlined in the Telephone Fundamentals booklet.
* Diligently prepares Bill of Ladings and Delivery Receipts for the Imaging department. Other secondary assignments that need to be completed on a daily basis and are assigned from time to time are as follows:
* Payroll.
* Team Entry.
* Undelivered freight report.
* Driver Collect report (DRC).
* Billing.
* Delivery Receipt Entry.
* Filing.
* Appointments.
* Communicates with Service Center Manager and Assistant Service Center Manager on all concern and/or special situations.
* Communicates with Administrative Assistant on concerns and/or special situations, training questions, or requests.
* Communicates with Dispatch, on a daily basis, regarding all driver situations and questions.
* Maintains communication with the Corporate office, Western Region office and all Service Centers for questions and assistance via message switching and/or the telephone.
* Maintains a friendly and professional working relationship with Customers, all Co-workers, Drivers, Supervisors, and Account Managers (Sales team).
* Communicates with inter-line companies on shipments.
* It is every employee's duty to participate in the company's goal of satisfying our customers economically. Therefore, all employee's may be called upon to perform tasks not specifically listed in their job description. The job description is not deemed to be all inclusive, nor are the expectations of the job limited to the tasks listed in it.