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Customer Service Representative
2 months ago
Job Summary
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 through phone, email, and other communication channels.
Key Responsibilities
- Schedule pick-ups, trace shipments, and provide shipment ETAs, rate quotes, and freight charges.
- Coordinate with internal departments, partners, delivery agents, brokers, and container stations 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 of reports, and 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.
About A. Duie Pyle
A. Duie Pyle is the Northeast's premier integrated supply chain solutions provider, ideally equipped to service the congested Northeast metropolitan region. Family-owned since 1924 and with over 3,200 employees, A. Duie Pyle provides engineered logistics solutions and consultative services utilizing our vast network of 24 LTL Service Centers, 11 strategically located warehouses, Dedicated fleet operations, and specialized truckload services through Pyle Logistics.
Equal Employment Opportunity
A. Duie Pyle is an EEO/Affirmative Action Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status.
