Customer Service Representative Job Willoughby area,Ohio USA,Customer Service/HelpDesk

Job Title

Customer Service Representative

Job Summary

Our Customer Service Representatives are responsible for scheduling and tracking all shipment appointments, updating customers on shipment status, answering and resolving any other related issues brought by customers or carriers. We expect our representatives to provide excellent customer service throughout all phases of the contract life cycle.

Key Responsibilities

Maintain a consistent and positive customer service image when interacting with clients
Coordinate and schedule all necessary pick up and delivery appointments for carriers based on customer requests
Research issues and redirect them to the right resources or escalate urgent issues
Accurately update internal transportation management systems and external customer portals to ensure timely delivery of customer freight

Essential Tasks, Duties, and Responsibilities

Provide Consistent and Positive Customer Service

Develop, maintain, and expand relationships between clients and Five Star Trucking.
Build strong customer service relationships with Five Star Trucking clients.

Coordinate and Schedule All Necessary Pick Up and Delivery Appointments

Translate customer requests into actionable deliverables for Five Star Trucking’s valued carriers.
Work with carriers to coordinate and schedule needed pick up and delivery appointments.

Issue Research, Identification and Escalation

Leverage qualitative resources to help research core customer issues.
Recognize and understand when to redirect issues to correct resources or to elevate urgent issues.
Take initiative to address issues proactively and minimize negative impact.

Providing Quick and Accurate Responses

Follow up with key employees and customers in a timely manner.
Effectively communicate any updates, changes, and next steps.

Delivery Management

Accurately update internal transportation management system and external customer portals with information critical to the timely delivery of customer freight.
Provide customers with proof of delivery when requested.

Handling Multiple Priorities

Identify, prioritize, and address multiple priorities in a fast‑paced environment.

Effective Communication Skills

Demonstrate active listening and communication abilities, both written and verbal.
Communicate effectively across cross‑functional teams of drivers, carriers, customers, and company staff.

Attention to Detail

Enter data effectively and accurately into various stakeholder systems.

Representation and Values

Represent Five Star’s mission and values with a proactive, can‑do attitude.
Show a learning mindset to acquire, grow, and develop necessary skills and knowledge for the role.

Requirements

High School Diploma or equivalent experience
One (1) year of experience in customer service, trucking/transportation industry knowledge preferred
Experience with computers, Windows, Microsoft Office Suite (Word, Excel), GSuite (Gmail, Drive, Sheets, etc.), and industry‑specific software
Excellent customer service skills and telephone etiquette
Tactful team player with a positive attitude and high level of patience under difficult circumstances
Ability to efficiently juggle multiple priorities
High degree of accuracy with data entry and attention to detail
Ability to think decisively
Effective listening and strong communication skills interacting with drivers, carriers, customers, and company staff
Ability to organize, prioritize, and problem‑solve
Team‑player mindset and exemplary behavior
Ability to work in a fast‑paced, detail‑oriented environment
Desire to improve and grow, seeking opportunities for advancement
Basic knowledge of multi‑state geography
Proficiency in English

Physical Requirements

Remain in a stationary, seated position at a desk and work from a computer for extended periods.
Frequent movement within the office to access file cabinets, office machinery, etc.
Use hands and fingers to manipulate computer keyboard and other controls.
Operate computer and other office productivity machinery, such as a calculator, copy machine, and printer.
See from close, intermediate, and distance focus, adjusting focus with or without corrective lenses.
Communicate with drivers, carriers, customers, and company staff, exchanging accurate information verbally.
Occasionally lift and move objects up to 20 pounds.
Work effectively in a fast‑paced environment and handle stress.

Work Environment

Primarily based in an office setting with standard office conditions.
No travel required.

Work Hours and Schedule

Monday-Friday, 7:30AM‑4:30PM EST.

#J-18808-Ljbffr