Customer Service Advisor

2 weeks ago

Dallas, United States MW Logistics, LLC Full time

**The Core responsibilities of the position include**:

- Promptly secure delivery, pick-up and rescheduling appointments, recording details/directions in the system.
- Clarify load requirements with carriers, confirming drivers have proper information to pick-up/deliver
- Reschedule appointments for pick-up/delivery
- Supervise and Monitor pools in the market where your customers have trailer pools
- Exercise discretion and independent judgement with respect to handling difficult situations and provide timely escalation and/or feedback to direct supervisor regarding service failures, customer complaints, or any other matters requiring attention.
- Maintain and Monitor service levels provided to MWL customers as required
- Provide Accessorial Approvals
- Quickly and proactively resolve problems that arise while load is in transit
- Accurately enter EDI reason codes for scorecards
- Other duties as assigned (Based on business need)

**Professional Qualifications and Experience**:

- Bachelor’s degree in marketing, logistics, or related field preferred or must have a minimum of 2 years demonstrated/related transportation industry experience and minimum of 2 years of strong customer service experience.
- Working knowledge of Microsoft Office Programs (Outlook, Excel and Word)
- Working knowledge of McLeod preferred
- Excellent interpersonal skills with ability to build positive relationships with customers and team members
- Superior organizational skills and detail orientation
- High customer service orientation
- Team player with proven ability to excel in a team-based environment
- Possess a sense of urgency
- Ability to multi-task, plan/prioritize and execute in a timely manner in a fast paced environment
- Quick learner with ability to receive and give clear instructions
- Demonstrates high level of professionalism, critical thinking and judgment to solve problems efficiently/effectively.

**Characteristics for Success in This Role**:

- Strong initiative and can work independently.
- Takes initiative to assess and improve operational efficiencies of normal work tasks.
- Excellent time management and prioritizing skills.
- Must be able to handle several tasks at once in a fast-paced environment.
- Takes pride in work, exhibiting accuracy and attention to detail.
- Solution-oriented mindset.
- Ability to work in ever-changing, dynamic environments.
- Pursues and expands knowledge of other positions and functions to broaden ability and scope and for career development

**Office**:
Hours: In-office - with Core hours scheduled generally between 6:30am - 6:00pm. As a 24/7/365 operation, work hours will include afterhours, weekend and holiday hours to meet work demands.

Pay: $45,000.00 - $50,000.00 per year

**Benefits**:

- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance

Day range:

- Monday to Friday
- Weekends as needed

Shift:

- 8 hour shift
- Day shift

**Education**:

- Bachelor's (required)

**Experience**:

- inbound/outbound phone call: 2 years (required)
- transportation industry: 2 years (required)

Work Location: In person

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