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3PL Operations CSR

4 months ago

Indianapolis, United States Langham Logistics, Inc Full time
Job DescriptionJob DescriptionSummary

**This position requires experience in 3PL operations.

The Logistics Customer Service Representative contributes to meeting Langham’s goals of exceptional customer service, quality, process improvement, and profitability by assisting customers to control their flow of supply chain raw materials, works-in-progress, and finished goods, and ensuring customers’ pickups and deliveries are completed as required. The Logistics CSR is ultimately responsible for the outcome of assigned customer accounts, i.e. meeting customer expectations of pick up, delivery, escalation, problem resolution, presentation preparation and quarterly business reviews,

This high-profile position requires effective and proactive daily shipment status communication to customers, understanding customers’ challenges, working with Operations Dispatch to address demand shift and capacity constraints. Activities as well as work hours may fluctuate in response to demands and the needs of the Customer Service Department.

Key Outcomes Expected

  • Ensure customers’ shipments meet pick-up and delivery expectations according to customer requirements
  • Manage shipment information in the Transportation System Management database
  • Notify the customer of any issues that may arise during the transportation of their goods, including delays
  • Provide timely response to customer questions and concerns. Investigate and resolve customer issues and complaints
  • Respond to e-mails and voice mails on a timely basis
  • Assist with Quarterly Business Review preparation as well as customer site visits
  • Work with Project Management team with onboarding new clients as well as assist with special project
  • Take incoming customer calls, faxes, e-mails, and web portal entries regarding their shipments and follow through to ensure that shipments are entered into the system.
  • The CSR may be managing call volumes in excess of 20/day and entering shipment requests in excess of 80/day
  • Work directly with LTL carriers daily handling freight quotes, reconsignments and providing updated contact information for customers.
  • Efficiently manage and communicate crucial time-sensitive information to freight management carriers and clients
  • Understand linear feet and when a Truckload rate is needed vs LTL rate.
  • Establish and promote a positive relationship with customers to contribute to the continuation of contracts and potential additional sales
  • Explore customer concerns and problems to uncover opportunities for additional sales.
  • Ensure all customer contact information is up to date in the company database
  • Communicate Langham policies and philosophies to gain mutual understanding of expectations
  • Collaborate with the Langham sales department to communicate status of their customers’ shipments to create a message of seamless service
  • Proactively communicate with the Langham sales department any potential sales leads or problems or issues that arise that could impact the sales relationship
  • Present a positive image of Langham to both internal and external customers.

Critical Skills, Knowledge and Behaviors

  • Demonstrated CSR experience in the logistics, supply chain and/or transportation industries.
  • Demonstrates effective analytical, problem solving and decision-making skills (can gather and analyze data and information and draw conclusions).
  • Demonstrates effective verbal, written and interpersonal skills. Can effectively communicate with a variety of individuals with diverse backgrounds.
  • Proactive in anticipating and alerting others to problems with projects or processes. Able to resolve conflicts.
  • High level of detail orientation and accuracy.
  • Takes initiative and needs little supervision.
  • Able to prioritize, organize tasks and time, and follow up. Performs responsibilities efficiently and timely.
  • Works well in a team environment and as part of a team.
  • Able to negotiate with and influence others.
  • Experience with TMS systems and basic computer skills, i.e. Microsoft Word, Excel, Power Point, Internet usage (e-mail) and data entry.

Education and Experience

  • H.S. diploma, prefer some post-secondary education.
  • Prefer 3-5 years’ experience in the transportation/logistics industry
  • 3-5 years’ experience in a customer service or call center position

Physical Demands

Must be able to work proficiently with computers and other office equipment. Will spend majority of time sitting working on computers and telephones. Work is performed in an office environment.