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Customer Service Support Representative
3 months ago
Summary The Customer ServiceSupport Representative is responsible for a wide range of tasks including to perform duties of Regional Accounts Representative for the Regional Customer Service team during periods of absence, heavy workload, and/or other business need. Understand the uniqueness of the 11 customer regions throughout North America, including the variances of the supply and demand of freight and available trucks, and customer specific requirements such as asset only or brokerage acceptable accounts. Prospect for qualified specialized new business opportunities. Work closely with assigned sales and marketing partners to identify prospects that meet the ideal customer profile of ATS and can generate immediate revenue. Responsible for using innovative tactics to identify and qualify prospective shippers. Maximize opportunity when making contact with the potential customer to solicit quotes and book freight. Education and Experience Higher education (i.e., two- or four-year degree) and/or equivalent 1 or more years' experience in related field preferred but not required. Ability to demonstrate knowledge of marketing, sales and customer service principles including spot market pricing. This includes ATS equipment specific product knowledge for van, flatbed, step deck, and RGN trailers. An understanding of customer relationship management systems (CRMS) including sales pipeline management preferred. Self-starter with a strong entrepreneurial spirit. Strong computer skills, including Microsoft Office (Word, Excel, and Outlook) and the internet (social media, internet databases and research tools). Strong problem-solving and analytic skills with a metrics and results driven approach. Strong resiliency and a positive attitude are essential in this position. Excellent time management and organizational skills. Strong interpersonal skills. Strong prioritization skills. Hard-worker with a drive for results who can persevere in the face of resistance or setbacks. Strong work ethic and sense of integrity; trustworthy. Creative in brainstorming and proposing new ideas and solutions to existing problems. Excellent communication skills (verbal, written, listening). Willing and able to travel occasionally, including overnight travel. Essential Duties and Responsibilities Perform full duties of Regional Customer Service team for an assigned region during periods of absence, heavy workload, and/or other business need. Provide professional, courteous customer service by serving as liaison between customers and ATS. Work to insure a positive customer experience. Accurately enter pricing and load information into the system, partnering with Operations to provide any necessary information clarity and/or follow-up. Communicate current customer needs with operations staff and obtain pick-up/delivery directions as needed. Obtain credit approval on customers' loads by verifying current credit status, working with the Credit Department, and making Cash on Delivery (C.O.D.) arrangements as needed. Communicate with customers and ATS personnel to answer questions, and investigate/resolve problems as needed. Discover new customer leads through Hoovers, Thomas Net, Linked-In and other internet search engines, as well as social media outlets. Use industry and equipment knowledge to discuss specific opportunities with shippers identified and be prepared to quote and book freight should the opportunity arise. Prospect leads via telephone, email, and social media to determine match to preferred customer profile and relevant decision-makers. Work with sales team to develop and grow the sales pipeline to consistently meet new business goals. Speak clearly and persuasively in positive or negative situations; listen and get clarification; respond effectively to questions; write clearly and informatively; able to read and interpret written information. Firm understanding of the ATS value proposition and the ability to conduct research, quote and book freight at current market pricing, and ensure a quality customer experience at the quoted price. Balance team and individual responsibilities; give and welcome feedback; contribute to building a positive team spirit. In support of ATS's culture, all employees are expected to consistently, effectively and reliably perform in accordance with the Company's values as set forth in our core competencies and behaviors (All Employee Competencies). Position may require work responsibilities outside of normal business hours, and infrequent travel may be required. Perform other duties and responsibilities as assigned. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position performs work primarily in an office setting. Constantly in a stationary position and occasionally will move around. Constantly operates a keyboard and mouse and constantly utilizes a computer monitor(s). Constantly conversing with internal and external customers in person or via phone system. #J-18808-Ljbffr
