Customer Service Representative

A Customer Service Representative is responsible for accepting and coordinating all and any customer/broker requirements as needed. A Customer Service Representative is responsible for completing tracing tasks in a timely and efficient manner. A customer service representative is responsible for ensuring that all pick up and delivery appointments are scheduled in a timely manner. A Customer Service Representative is responsible for ensuring that all service-related information (issues, delays, in/out times, accessorials etc.) are effectively communicated to the appropriate parties and that customers are treated with the utmost respect and service at all times.

Primary Objectives:

• Ensure that all orders and order information /required details are received in an organized and efficient manner

• Ensure that all orders have pick up and delivery appointments

• Ensure that all customer requirements are met

• Ensure that any and all pertinent details from load confirmations/tenders are correctly noted and appropriate/required parties are alerted of any and all load requirements

• Ensure that fleet / driver managers are updating the System frequently and accurately with pick up and delivery ETA's and events

• Ensure that all POD's are accounted for and collected in an efficient manner

• Ensuring that all customer relations are maintained in the highest regard

• Ongoing personal/professional development

Dispatch Communication

• Ensure that all required service levels and load information are properly communicated/understood and followed up on with dispatch and planning to ensure customer satisfaction

• Ensure that all notes, equipment and order details required for transportation are communicated effectively to dispatch

Customer Service

• Maintaining a professional and loyal relationship with all brokers/customers

• Ensures that all customer requirements are adhered to and properly communicated to supporting team

• Communicates any service delays or failures to the customer prior to the occurrence

• Ensure that all successful pickups or deliveries are communicated to customer at time of occurrence.

• Ensures that all pick up and delivery requirements are met to appropriate service levels

• Ensure that operations and dispatch is continuously communicated with and followed up on to ensure all freight is effectively planned and executed

Skills & Abilities

• Strong English language skills – verbal & written

• Ability to effectively manage competing priorities and maintain results

• Ability to communicate effectively with all levels of internal and external contacts, customers, clients and outside industry contacts

• Strong knowledge of North American trucking regulations and geography

• Assessment techniques such as: examining, questioning, evaluating and reporting

• Strong understanding of dispatch operations in the transportation industry

• Good analytical skills

• Effective planning and organization

• Passionate about customer service and delivering high quality service

• Tenacious and energetic

• Creativity and resourcefulness

• Attention to detail and accuracy

• Ability to work effectively under pressure and tight deadlines

• Ability to think outside the box

• Ability to work as part of a team

• Ability to build relationships

• Willingness to work flexible hours, including evenings, weekends and holidays

• Ability to gauge and understand all customers of all kinds

• Ability to satisfy customers requests in a highly efficient manner

Education & Experience

• This position generally requires at least 1 year of related customer service experience.

• System training or experience required

• Company Customer Service training is required

Physical Demands

• Ability to sit for long periods of time

• Ability to view computer screen for long periods of time

Work Environment

• Ability to use a wide range of practical problem solving in a high stress environment

• Ability to work quickly on matters at hand

Job Type: Full-time

Salary: ₹18, ₹25,000.00 per month

Benefits:

Commuter assistance

Paid sick time

Schedule:

Night shift

Rotational shift

Ability to commute/relocate:

Mohali, Punjab: Reliably commute or planning to relocate before starting work (Preferred)

Education:

Bachelor's (Preferred)

Experience:

Customer service: 1 year (Preferred)

Language:

English (Preferred)

Shift availability:

Night Shift (Preferred)

Overnight Shift (Preferred)

Work Remotely:

No

Job Type: Full-time

Pay: ₹20, ₹25,000.00 per month

Benefits:

• Paid sick time
• Provident Fund

Education:

• Bachelor's (Preferred)

Experience:

• total work: 1 year (Preferred)
• Customer service: 1 year (Preferred)

Language:

• English (Preferred)

Work Location: In person