Job Details

Customer Service Agent

Location: USA - New Albany, 1101 Beech Rd

Division: Solutions

Job Posting Title: Customer Service Agent Time Type: Full Time

Position Description Summary: Responsible for providing and maintaining effective customer service and satisfaction; provide information to resolve customer shipment related issues; interact with management and warehouse personnel to establish service criteria and meet customer requirements.

Principal Accountabilities:

• Assist customers with requests and requirements pertaining to pick-up and deliveries, tracing shipments, POD information, rate quotes, and special handling
• Interact with management and warehouse personnel to establish service criteria and meet customer requirements
• Follow up with customers and other departments to resolve invoice problems and discrepancies
• Communicate with customers, coworkers, and other departments to facilitate the movement of freight and associated paperwork that require special handling
• Accurately input into and retrieve information from the system
• Audit air bills for completeness and accuracy. Research and maintain filings of air bills
• Reconcile driver pickup and delivery manifests
• Read, decode, and decipher freight coding in order to expedite freight movement and tracking process
• Record damaged shipments and misrouted freight on applicable reports

The individual in this position must be capable of performing all of the essential functions with or without a reasonable accommodation.

Working Environment:

Assignment Complexity - Work on assignments that are complex in nature where considerable judgment and initiative are required in resolving problems and making recommendations.

Accountability Use ability as a skilled specialist in accordance with corporate policies and procedures to complete complex tasks in creative and effective ways.

Impact of Decisions Errors detectable upon supervisory review. Identifiable impact on corporate operations and fiscal health.

Working Relationships Regularly interact with peers and management concerning matters of complex scope and discretion.

Scope Work on problems complex in scope. May determine methods and procedures on new assignments and may provide guidance to other nonexempt personnel.

Essential Functions: Must be able to pass any federal/state/local government, airport, or company-required background checks, clearances, and/or drug and alcohol tests.

Knowledge and Skills (The following minimum requirements are normal guidelines and should not constrain the advancement of otherwise qualified personnel): This is a senior level position. Proficient with Windows OS, Word, and Excel. Must be able to type 45 WPM. Good interpersonal skills required. High school diploma or equivalent required. Generally prefer 3-6 years of experience.