Customer Service Representative

4 months ago

Dallas, United States BNSF Logistics Full time

**Customer Service Representative**

**Location:** Dallas, TX (TXDALLAS), US **BNSF Logistics is a technology and people-driven third-party logistics company that delivers what matters to our people, our customers, our carriers, and our communities. BNSF Logistics is a place where diverse talent works together every day in an inclusive way to create and implement the best ideas to help us **DELIVER WHAT MATTERS**. We achieve this through our commitment to our Guiding Principles which helps us create the ultimate competitive advantage in the marketplace.**

**We PROTECT THE WELL-BEING OF OURSELVES AND OTHERS

We DRIVE INNOVATION AND EMBRACE TRANSFORMATION

We RESPECT AND SERVE EVERYONE

We KEEP OUR COMMITMENTS

We FOSTER A COLLABORATIVE AND INCLUSIVE COMMUNITY

We CELEBRATE AND ENJOY THE JOURNEY**

***Versailles, Dallas, Chicago, or Atlanta area**

**Primary Functions:**

Under the supervision of the Manager, Customer Service, the Customer Service Representative will serve as the customer facing point of contact for service and support tasks in the Over the Road (OTR) business unit and is responsible for successful completion of tasks that ensure best in class customer experience and satisfaction.

**Basic Qualifications:**

The Customer Service Representative will use a positive, customer focused attitude to leverage their knowledge of the Companys operations in order to deliver a resolution that is satisfactory to the customer. Additionally, they will collaborate with the Strategic Customer Service Representative, as necessary, on issues requiring additional knowledge and/or experience to effectively resolve

**Position Responsibilities:**

* Provide prompt and courteous service to customers served by the region through fielding inbound inquiries via phone, email and electronic data interchange portal.

* Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport on each call.

* Conduct load building/appointment setting for specific set of customers in conjunction with Account Management team

* Accurately building and rating loads to reduce billing errors

* Work with Account Management team to ensure daily customer relations activities are completed.

* Maintain a positive, empathetic and professional attitude toward customers at all times.

* Perform track and trace requests of freight in various modes of service.

* Interpret shipping status data accurately and communicate information to customers in a concise and professional manner.

* Respond to billing inquiries and refer to billing team as required.

* Ensure customer satisfaction and provide exceptional customer support.

* Perform other duties as assigned by the Manager, Customer Service in support of customer relationship management goals.

**Required Experience:**

* 1+ years of experience in a customer facing capacity, such as sales, customer service or relations.

* Proficiency with Microsoft Office (Excel, Outlook etc.).

* General user knowledge of electronic data interchange and customer relationship management systems such as Mercury Gate or similar.

* Call center, third party logistics (3PL) and/or trucking industry experience is preferred.

**Education/Certifications:**

* High school diploma or equivalent.

***Disclaimer***

*The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.*

BNSF Logistics offers competitive benefit programs and services including, but not limited to:

* Competitive pay

* Comprehensive health benefits package

* Employee discounts on autos, travel, electronics, insurance, etc.

* Professional training staff with an industry leading Learning Management System

* Company culture that recognizes its employees

BNSF Logistics is an Equal Opportunity Employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by law.

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