Summary
Interacts with the company' s Customers to provide them with information to address inquiries regarding products and services. Handles and processes orders and complaints by performing the following duties. The ideal candidate will have knowledge of the transportation industry. SAP proficiency is strongly desired for this position. Candidate must be Bi-Lingual (English & Spanish) with experience in International Shipping and Freight Forwarding.
Essential Duties and Responsibilities: Include the following. Other duties may be assigned.
· Enters information for new Customers, updates existing records and maintains a level of communication to keep personnel updated on new entries and updates.
· Communicates with Customers and Sales Representatives to process orders by phone, fax or email.
· Maintains Customers and Sales Representatives informed of order status: ready date, pieces, weight, mode of transportation, tracking and arrival date.
· Quotes and Schedules pickups with LTL and TL freight carriers. Prepares the documents as required by the mode of transportation (air, truck, rail, messenger).
· Quotes and Schedules pickups with international LTL and TL freight carriers. Prepares the documents as required by the mode of transportation (air, truck, rail).
· Schedules shipments to ensure compliance with domestic and international traffic laws and regulations and company policy.
· Handles Customer problems or inquiries that involve some form of complaint in accordance with the company's guidelines and policies.
· Handles complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation or as instructed.
· Requests and follows through on Customer returns by requesting a Return Authorization from the appropriate department, schedules pickups from the Customers and processes replacements as needed.
· Requests and follows through on damages by carriers by requesting a Return Authorization for salvageable returns, sending safety information to carriers, contacting Customers, processing replacements, requesting credits and filing claims.
· Oversees consignment inventory for Customers and Sales Representatives.
· Communicates consignment inventory discrepancies and works with Customers and Sales Representatives to reconcile quantities. Processes and provides on hand, usage and restock information for end of month billing.
· Communicates, assists and works with Shipping, Accounting, Lab, Production, Sales, Purchasing and Management to ensure the Customers' order is complete, accurate and meets the PO requirements as instructed*
· Assists with new employee training as well as other office administrative duties.
Supervisory Responsibilities: This job has no supervisory responsibilities.
Customer Service Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments. Avoids conflict.
Written Communication - Writes clearly and informatively; Presents numerical data effectively; Able to read and interpret written information.
Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Accepts responsibility for own actions; Follows through on commitments. Promotes good listening skills and teamwork. Promotes positive communication and avoids unprofessional language.
Quality - Demonstrates accuracy and thoroughness; Monitors own work to ensure quality.
Quantity - Completes work in a timely manner.
Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent. Conforms to the company's policies and guidelines.
Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The ideal candidate must have a minimum of 3 years customer service experience. Proficiency in SAP is required.
Education and/or Experience:
Associate degree (A. A.) or equivalent from two-year college or technical school; (preferred) minimum 3 years’ experience in customer service or a combination of education and experience.
Job Type: Full-time
Pay: $20.00 - $25.00 per hour
Expected hours: No less than 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Vision insurance
Experience level:
Shift:
Weekly day range:
Work setting:
Ability to Commute:
- Itasca, IL 60143 (Required)
Work Location: In person