Working hours:7:30am to 4:00pm

JOB DUTIES
-Enters bookings into the system when called or emailed in from the customer.


GOAL: To ensure the shipment moves as promised, meaning the shipment is tracked from point-to-point, until it’s ultimately delivered, continually updating the customer with live information.
-Determines whether a driver collect release is in order and logs Wheel call log notes noting action taken, issues release confirmation to requesting agent and sends out freight bills.


GOAL: To ensure the shipments are scheduled without delay. Resolve the problem quickly "recovering" the customer and resolving the situation. Instituting procedures, where possible, to prevent other similar situations.
-Handles requests for C.O.D. releases and determines release documentation is in order prior to the actual release.


GOAL: To prevent the Company from being liable of collecting a C.O.D..
-Prepares any special billing information requested.


GOAL: To ensure all special billing/transactions are billed and revenue is recovered.
-Forwards all billing problems to Billing Corrections team for review and rebilling/correction.


GOAL: To provide the customer with a correct freight bill. In addition, to take steps necessary to correct the problem and to prevent similar problems in the future.
-Interacts with various departments and locations to ensure that special instructions with respect to a particular account are known and followed.


GOAL: To complete the Special Instruction form in a straight forward, easily understood manner and submit it to the President timely. 
-Investigates problems noted with customers, responds and takes corrective action to avoid similar problems in the future.


GOAL: To give the customer a feeling/belief that we care and to resolve the problem to the customers and management’s satisfaction.
-Investigates cubing discrepancies and determines who is correct then forwards the results of any "judgmental" situations with respect to its dock errors or changes for billing purposes to the Customer Service Manager for review and ultimate resolution should it exceed Supervisor authority.


GOAL: To ensure customer receives an immediate, accurate response and to ensure the President is aware of cubing/related operational problems.
-Logged into and responding to Live Webchat conversations.


GOAL: To ensure customers have an immediate response to live chats they enter into through our website.
-Relieves Receptionist for coverage of front lobby and main switchboard. (as assigned)


GOAL: To ensure there is coverage in the front lobby and main phones during the hours of 7:30 am – 5:00 pm Monday – Friday. 
-Recommends steps to strengthen procedures in any given area of Customer Service when the procedures in effect are noted to be inadequate or weak.


GOAL: To ensure that we are continuously striving to strengthen our weak/inadequate areas and provide only the best service to our customers.
-Supplement training to sales and rate personnel (as assigned).


GOAL: To ensure sales and rate personnel are in a mode of constant training and improvement. (Only by having a knowledgeable, well trained and well sounded staff in all lines of business will we be able to use our economics of scale and outsell our competition.
-Enters local LCL pickup and Transcon orders into the system when called in or emailed in from the customer.


GOAL: To ensure the order is entered in the system timely to facilitate a timely pickup, also to ensure the order is entered accurately in order to successfully facilitate the pickup and billing of the shipment.
-Verifies quotes prior to dispatching an order.


GOAL: To ensure we route the order with the proper vendor, that we set up the order in line with the quote to follow customer instructions. Ultimately to ensure we protect our profit margins while ensuring customer satisfaction.
-Dispatches orders to vendors and issues bills of lading.
GOAL: To ensure customer transportation needs are met
-Follows up on orders dispatched to driver or vendor when requested by customer.


GOAL: To ensure the driver and/or vendor will recover the shipment on time, within the appointment window and if not, advise the customer of the delay prior to the expected appointment time.
-Addresses customers’ concerns or complaints regarding missed pick-ups.
GOAL: To resolve customers’ concerns and/or disputes timely and fairly for both the customer and our company.
-Review the details of customers' requests including any provided paperwork, confirming shipment details are with in the parameters of our shipping capabilities. (please refer to Carrier Profile shared in Google Docs.)


Goal: To ensure we are quoting on, booking and accepting freight that fits within our physical and legal abilities, avoiding delays, refusals and additional costs.





RECEPTION/LOBBY COVERAGE
-Answers the main telephone system and routes phone calls.


GOAL: To ensure the telephone is answered within the second ring and they are answered in a professional manner, and the calls are routed to the proper party.
-Receives/routes mail daily and sorts between cash and non-cash items and takes cash items to the Accounts Receivable Clerk.


GOAL: To ensure all mail is distributed immediately upon receipt and cash items are promptly given to the Accounts Receivable Clerk in order to have monies deposited the same day as receipt.
-Readies pouch(es) for pickup, complete paperwork and determine the necessity of sending the pouch and with whom it will be sent.

GOAL: To ensure pouch(es) are sent on time and to the proper destination.
-To maintain a professional, caring, positive appearance at all times.


GOAL: To ensure the first impression with customers, constituents and fellow employees is a pleasant, professional with a caring, positive attitude and appearance.
-Maintain Employee Mailboxes


GOAL: To ensure all employees are assigned a mailbox with their name for receipt of any incoming mail.
-Assigns visitors badges to all incoming visitors and is responsible for keeping a sign-in log of visitors entering and exiting the building. Responsibility also includes collecting the visitor’s badge upon their exit of the building/premises.


GOAL: To ensure all visitors are properly identified while in the building. The purpose of the log is to ensure that every visitor entering the facility is also exiting the facility.
-Receives overnight pouches/letters (UPS, Fed-Ex, DHL) on a daily basis, enters them into the log and notifies the proper parties of the tracking number to be picked up via e-mail.


GOAL: To ensure that the overnight mail gets distributed and picked up in a timely basis. By e-mailing the tracking number, the individual is made aware of exactly what package needs to be picked up.
-Follows up on and receives and mails out COD payments to customers and maintains the system COD log.


GOAL: To ensure our customers receive their requested COD payments timely.
-Backs up customer service in the email ticketing system and live web chat. '
GOAL: To ensure our customers are responded to timely.




RATES (as needed or assigned)
-Issues LCL quotes based on the most competitive rate and shipping information provided at time of quoting.


GOAL: To ensure all possible options are reviewed prior to issuing the quote (tariffs, modes of transportation, commodity costing, etc). Ultimately to rate the shipment competitively as well as building in profit.
-Rates shipments accurately (100 percent accurate with a 3% variation).


GOAL: To ensure all rate requests are quoted accurately.
-Responds to requests within:
• LCL quotes that are not being compared to FCL rates – 2 hours
• LCL quotes that are being compared to FCL rates – 4 hours


GOAL: To immediately respond to the customer and to return calls as promised and make the caller feel we really wants his/her business. This is achieved by giving the best service - answering all and every question and combining rates, customer service and good salespersonship into each and every call while being helpful, friendly and professional.