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Customer Service Representative

2 months ago

Willoughby, United States Five Star Trucking Inc Full time
Job DescriptionJob DescriptionDescription:About Us:
Are you ready to join a dynamic team that’s driving the future of logistics? Five Star Trucking is a third-party logistics provider that connects businesses with transportation to get products delivered. We offer world-class services to solve even the most complex shipping needs by providing truckload solutions. Our priority is to put transparent and dedicated service first—for our customers, our carriers, and for our people. Headquartered in Willoughby, Ohio, an eastern suburb of Cleveland, Five Star Trucking is driven by values. Our people are central to our success. We offer a workplace that embraces all cultures, perspectives, and experiences — so we can provide the best atmosphere for our employees and the best service to our customers. Driven by passion. Driven to deliver. Driven for better. What drives you? Further your career at Five Star today.


Job Summary:
Are you someone who loves being an effective problem solver in a fast-paced industry while building and growing client relationships? As a Customer Service Representative at Five Star Trucking, you’ll be a champion for our company brand. Focused on building relationships with new clients, while cultivating and strengthening key relationships within our tenured ones. You’ll help schedule and track shipment appointments, provide timely shipment status updates and resolve other related transportation issues brought by our customers and carriers. If you’re ready to make an impact and take your career to the next level, this is the role for you

Requirements:

What Will You Be Doing?
As an experienced Customer Service Representative, you will use your industry experience to be a brand ambassador to promote, maintain, and grow relationships between clients and Five Star Trucking. You are an important contact for client interactions, allowing you to directly influence our everyday client relationships. As a proven customer service representative, you help ensure we are able to meet customer requests associated with all necessary pickup and delivery appointments. With your passion for problem-solving, you will need to quickly identify problems, research particular issues and be able to identify whether to reassign or escalate to another resource. Leveraging strong attention to detail, you will need to ensure internal and external client systems have the right, accurate information in a timely manner to ensure customer freight reaches it delivery point on time.


Key Responsibilities:

  • Maintain consistent and positive customer service image when interacting with clients
  • Coordinate and schedule all necessary pick-up and delivery appointments for our valued carriers based on customer requests
  • Research issues and redirect issues to right resources or escalate urgent issues
  • Accurately update internal transportation management systems and external customer portals to the timely delivery of customer freight

Essential Tasks, Duties, and Responsibilities:


1. Provide Consistent and Positive Customer Service

  • Develop, maintain, and expand relationships between clients and Five Star Trucking
  • Build strong customer service relationships with Five Star Trucking clients

2. Coordinate and Schedule All Necessary Pick Up and Delivery Appointments:

  • Translate customer requests into actionable deliverables for Five Star Trucking’s valued carriers
  • Work with carriers to coordinate and schedule needed pick up and delivery appointments

3. Issue Research, Identification and Escalation:

  • Leverage qualitative resources to help research core customer issues
  • Ability to recognize and understand when to redirect issues to correct resources or escalate urgent issues
  • Have forethought to take initiative/be proactive to address issues to minimize negative impact

4. Providing Quick and Accurate Responses:

  • Follow up with key employees and customers in a timely manner
  • Ability to effectively communicate any updates, changes, and next steps

5. Delivery Management:

  • Accurately update internal transportation management system and external customer portals with information critical to the timely delivery of customer freight
  • This includes, but not limited to, scheduled appointments and other critical information
  • Provide customers with proof of delivery when requested by customers

6. Handling Multiple Priorities:

  • Ability to identify, prioritize, and address multiple priorities in a fast paced environment

7. Effective Communication Skills:

  • Ability to display both active listening and communication abilities; written and verbal
  • Effectively communicate across cross-functional team of drivers, carriers, customers and company staff

8. Attention to Detail

  • Must be able to enter data effectively and accurately into various stakeholder systems (internal transportation management system, external customer portals, etc).

9. Representation and Values:

  • Represent Five Star’s mission and values with a proactive, can-do attitude.
  • Exhibit a learning mindset to pick up, grow, and develop necessary skills and knowledge for the Customer Sales Representative position.


Requirements:

  • High School Diploma or Equivalent Experience
  • One (1) year experience in customer service, trucking/transportation industry knowledge preferred
  • Experience with Computers, Windows, Microsoft Office Suite (Word, Excel), GSuite (gmail, drive, sheets, etc), and industry specific software
  • Excellent customer service skills and telephone etiquette
  • Tactful Team Player with a Positive Attitude and high level of patience, often under difficult circumstances
  • Efficient at juggling multiple priorities
  • High degree of accuracy with data entry and attention to detail
  • Possess ability to think decisively
  • Effective listening and strong communication skills interacting with drivers, carriers, customers and company staff
  • Ability to organize, prioritize and problem solve
  • Must be a team player, set the example.
  • Able to work in a fast-paced, detail-oriented environment
  • Desire to improve and grow, always looking for more opportunities (Our referral commission program should help provide some motivation too)
  • Basic knowledge multi-state geography
  • Proficiency in English


Physical Requirements:

  • Must be able to remain in a stationary position, seated at a desk and working from a computer, for extended periods
  • Frequently move about inside the office to access file cabinets, office machinery, etc
  • Able to talk, hear and use hands and fingers to manipulate computer keyboard, objects, or controls
  • Constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer
  • Able to see from close, distance and ability to adjust focus with or without the use of corrective lenses
  • Frequently communicate with drivers, carriers, customers, and company staff. Must be able to exchange accurate information and communicate verbal information and ideas in these situations
  • Occasionally lift and move objects up to 20 pounds
  • Ability to work in a fast-paced environment and handle stress effectively


Work Environment:

  • This role is primarily based in an office setting with standard office conditions
  • Position will not require any travel


Work Hours and Schedule:

  • Position will be responsible for working a Monday-Friday, 7:30AM-4:30PM EST schedule


Why Five Star?

  • Casual, inclusive, and fun start-up culture focused on teamwork
  • Extensive industry training program
  • Innovative career development program with access to learning opportunities
  • Opportunity for growth and internal advancement opportunities
  • Accessible leadership
  • Competitive salary with uncapped commission structure
  • Employee resource groups focused on DE&I, Veterans, Women, Philanthropy, and more
  • Comprehensive benefits package including, but not limited to, medical, dental, vision, life insurance, paid time off, paid parental leave, 401K with company match, student loan assistance, gym discount, pet insurance


Equal Opportunity Statement:
Five Star Trucking is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.