Customer Service Representative - Norfolk, VA

Position Overview in Customer Service Trucking and Warehousing Operations:

Prepare customer reports that support tracking/tracing of imports and exports. Schedule loads for pickup and delivery based on availability, stack counts and vessel schedules. Communicate all service requirements to dispatch operations and update notes in operations dispatch screens in our operating system (SWS). Audit driver documents. Send Customers POD’s. Manage and maintain Missing Document Reports (MDR), along with Closed Not Invoiced (CNI) order status reports.

Propose and implement procedures to improve overall customer service.

Essential Functions:

• Receive and enter orders reviewing and noting rates and service requirements
• Track & trace import containers and schedule according to available capacity and Available Free Time
• Track In bound vessels and schedule exports ensuring cargo loading within the ERD & cut off
• Communicating with customers and operations regarding schedule changes and service issues
• Update orders in SWS with notes and adding accessorial services and charges
• Monitor and manage group and personal email accounts ensuring prompt response to customer requests
• Communicate with and prepare reports for Key account ie. Goodyear, Caterpillar and K&N
• Assisting with dispatch operations and collections as needed
• Gather and enter needed documents into SWS ensuring prompt invoicing and driver settlements
• Manage and update customer portals ie. BLUME & EDI
• Greet and Assist drivers making cargo pickups or deliveries to our facility
• Research warehouse cargo availability. If cargo is released and available, assign drivers doors for cargo loading as required
• Alert and Direct warehouse staff as to loading and unloading of cargo
• Review Bills of Lading with drivers and acquire signatures
• Send documents (loading / unloading tally’s & BOL’s) to imaging
• Send documents to customers and request authorization for final charges
• File Hard copies of documents in filing cabinets
• Assist truck dispatch as needed
• Other duties as assigned

Overall Skills Required

• Computer literate with Data entry skills
• Must have intermodal experience
• Excellent communication and organizational skills
• Ability to multi-task
• Must be forward thinking
• Must be able to work independently