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Client Support Specialist

2 months ago

Edmond, Oklahoma, United States tmveterans Full time

Position: Customer Service Representative (CSR)

Overview: The primary function of the Customer Service Representative is to engage and secure freight for designated regions, achieving daily and weekly capacity objectives through a structured freight process that optimizes profitability.

Key Responsibilities:

  • Oversee inbound capacity and align loads with available trucks.
  • Manage weekly load volumes and yield metrics in line with management expectations.
  • Handle customer commitments and overflow opportunities to enhance the asset-based freight network and brokerage operations.
  • Ensure all loads are accompanied by accurate information, including ratings, load/unload details, billing, pick-up and delivery schedules, purchase orders, customer data, and additional charges.
  • Maintain contact lists for non-EDI committed customers and track potential brokerage opportunities.
  • Guarantee that all outbound loads have a confirmed delivery timeline.
  • Administer customer websites, ensure EDI compliance, and facilitate timely order closures.
  • Communicate service disruptions to shippers, customers, and sales management.
  • Manage a portfolio of turn-down freight for brokerage opportunities, collaborating with sales management to address customer-related issues.
  • Monitor layover ratios for the assigned region in accordance with management standards.
  • Perform additional duties as required.

Main Performance Indicators: Volume of freight booked (measured by daily/weekly load counts), growth in existing customer relationships with a focus on quality, revenue per mile (gross), and layover ratio.

Core Competencies: Customer Service Orientation, Active Listening, Coordination, Time Management, and Monitoring.

Qualifications:

  • High School Diploma or GED.
  • A minimum of 5 years of experience in the industry or previous logistics roles is preferred.

Language Proficiency: Proficient in spoken and written English.

Reasoning Skills: Ability to make informed decisions based on data patterns and effectively communicate those decisions. Analyze factors related to lane flows, pricing, driver requirements, and utilization to make impactful decisions.

Technical Skills: Must possess computer literacy and a willingness to learn and operate company-specific software. Basic knowledge of Microsoft Office applications is required.

Other Skills: Must demonstrate flexibility and adaptability to meet the changing needs of a fast-paced environment. Exhibit patience, initiative, a sense of humor, and strong follow-through capabilities. Possess effective problem-solving skills and the ability to proactively identify issues while they are manageable.

Physical Requirements: While performing essential duties, the employee is regularly required to sit and communicate. Frequent use of hands for handling tasks is necessary. Occasional walking and reaching are required, along with the ability to lift or move up to 10 pounds. Specific vision abilities include close vision and the ability to adjust focus.

Work Environment: The office environment is climate-controlled with a moderate noise level.