Reports to: Vice President of Customer Service and or Director of Customer Service, Customer Service Team Leader or Terminal Manager
Primary Purpose: Manages designated business from a geographically defined territory or assigned customer base that could include a decentralized National Account. This position will assist in balancing available capacity and freight demands in conjunction with maintaining a positive working relationship with a core group of customers. Will be responsible for daily hands on customer related situations and resolving load discrepancies.
Essential Functions:
Manage and solicit business from a specific or assigned number of customers by using daily available capacity
Make on-site customer visits if warranted
Solicit freight from existing customer base when demand indicates
Create monthly reports regarding service levels for customers as well as participate on any service oriented conference calls to supply definition
Can serve as an internal extension of sales to increase established customer business and opportunities
Serve as Customer's first line of communication, and refer Customer to the proper departments if/when necessary (i.e. Pricing, claims, etc.)
Commit to and receive detailed customer load information by telephone, fax or electronic tendering, and input all load information into the system accurately to ensure system integrity.
Use exemplary telephone skills to present a quality oriented image where the Customer is treated in a consistent, courteous, and efficient manner, so that the impression is one excellence
Maintains knowledge of customer contractual requirements relative to trailer pools in order to keep turns at the level set to gain optimum utilization of company equipment
Monitor and trace loads so that follow up can be made to customers regarding late pickups and or deliveries; as well as any other load changes that may occur
Anticipate and facilitate problem resolution on all load issues to meet or exceed total satisfaction of Customers. Assist in collecting and maintaining current customer information in the system. Work with all other Swift internal departments to resolve customer or company issues when necessary
Communicate service problems, turned down freight, and new business opportunities to Sales
Communicate effectively and professionally with Customers, Operational Personnel and Management of all levels
Perform any other reasonable related job duties as required by Customer or assigned by Management
Education Required: High School Diploma or OED; some college preferred
Experience Required: Minimum of 2 years Customer Service or Customer Service Relations experience required; 1-2 years of internal Customer Service Area Rep or National Customer Service Representative I preferred
Skills: Keyboard skills, Working knowledge of PC and AS400.
Supervision Received: Minimal
Supervision of Others: None
Data: Customer Knowledge
The statements contained in this document are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to constitute a comprehensive list of functions and duties. Others besides those listed here may be essential. Management retains the discretion to add or to change the duties of the position at any time.
Salary Group: 16
EEO Category: 5
Status: Exempt
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