Customer Service Representative

1 day ago

Buffalo, New York, United States A. Duie Pyle Full time
About the Role

A. Duie Pyle is seeking a highly skilled Customer Service Representative to join our team. As a Customer Service Representative, you will be the primary point of contact for all customer needs, providing world-class service to our customers.

Key Responsibilities
  • Provide exceptional customer service via phone, email, and other communication channels.
  • Resolve customer issues and concerns in a timely and professional manner.
  • Collaborate with internal departments and external partners to schedule shipments and handle customer issues.
  • Schedule delivery appointments and handle reconsignments.
  • Coordinate communication with customers, drivers, and A/R regarding Driver Collect and C.O.D. shipments.
  • Ensure accurate billing of shipments.
  • Compile and deliver custom reports, perform daily audits, and other administrative tasks.
  • Use multiple resources to provide proactive care for customers.
  • Document all customer interactions for tracking purposes.
  • Assist customers with My Pyle registration and utilization of our website.
  • Understand and follow all processes and adhere to company policies.
  • Meet the standards for all Key Performance Indicators (Call Quality, Process Knowledge Assessment, Adherence to Schedule, Make Busy %, Contacts per Hour).
  • Participate in on-going training, focus groups, meetings, and process improvement initiatives.
  • Contribute to the completion of special projects.
Requirements
  • Customer service experience preferred.
  • Experience in a fast-paced, changing work environment.
  • Must believe in and support the A. Duie Pyle Core Values.
  • Basic typing skills.
  • Knowledge of MS Word, Excel, and Outlook.
  • Experience using the internet.
  • Must be able to meet both quantitative and qualitative objectives.
  • Ability to prioritize tasks and meet deadlines independently.
  • Scheduling flexibility to meet the needs of the business, including early morning hours, evening hours, and non-traditional holidays.
Benefits
  • 8 Paid Holidays.
  • Paid Personal Days.
  • Paid Vacation.
  • Weekly pay through Direct Deposit.
  • 401K retirement with company match.
  • Annual Corporate Profit Sharing plan (100% employer paid).
  • Medical coverage multiple plans to meet your family's needs.
  • Dental (included with medical coverage).
  • Vision.
  • Life insurance (1x annual salary covered Pyle, optional buy-up available).
  • Gap assistance insurance (critical illness, accident, and inpatient hospitalization).
  • Short and Long Term disability insurance (Company paid).
  • Open Door Policy.
  • Flexible Spending Accounts for benefits.

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