Customer Service Representative Pallets

Job description

Under general supervision of the Transportation Manager in a business-to-business environment this position ensures expectations are met by helping the operations department with the coordination of delivery and pick-up between customers and PLM Transport. This fast-paced role demands attention to detail, accuracy and urgency about price and terms of order entry. A friendly manner with excellent verbal and written communication skills are paramount.

Essential Functions

· Responsible for PLM’s order entry system and all processes and procedures for the CSR role.

· Coordinate customer orders and the relationship between sales and operations.

· Input orders onto the PLM Teams board.

· Track blanket PO’s coordinate with sales, A/R, and Customers accordingly.

· Ensure all pickups are made to customers within 24 to 48 hours of request.

· Ensure all deliveries are made within 3 days of request.

· Engage weekly goodwill customer survey’s (Net promoter score)

· Survey all new customers within 8 hours for goodwill survey.

· Arrange 3rd party carriers for customer delivery.

· Responsible for scheduling re-occurring orders.

· Manage shipping and receiving gate giving outside carrier’s direction on where to go.

· Manage any customer complaints; complete forms and distribute as directed.

· Responsible for updating trailer tracking schedule daily.

· Facilitate and complete Credit Memo request.

· Approve pricing (MOS) with guidelines.

· Ability to work normal business hours of 7am – 4pm plus some OT (up to 5 hours weekly).

· Cross train on Transport Administration role to help as needed.

· Commitment to company core values.

Experience

· 2 years of customer service experience in a fast-paced high demand environment.

· Experience in the transportation/logistics industry is highly desired.

· Experience with scheduling and planning is desirable.

· Proficient with Microsoft Office, Excel and Word

· MAS 90 Accounting System Knowledge is a plus.

· Six Sigma experience is a plus but not required.

· Net provider experience

· Experience in managing Sales Data Base

· High school diploma