Customer Service Representative

Job Description Summary:

The primary function of this position is to provide superior customer support and collaborate with other departments to promote business growth and reduce churn for dedicated strategic accounts.

Critical Job Functions:

• Daily review of distressed shipment report with proactive communication to the customer to resolve issues as quickly as possible.
• Assist customers and terminals through non-brick and mortar origin support process.
• Creation and distribution of monthly internal scorecards to dedicated support account executives.
• Respond to customer and employee inquiries within one hour or less.
• Provide manual EDI updates to customers for late reason codes via SAM Tool.
• Schedule delivery appointments for dedicated accounts following guidelines in applicable customer portal.
• Support customers and tasks other than those directly assigned though dedicated accounts process.
• First point of contact for assigned customer accounts via phone/email to include tracking, billing inquiries, OS&D inquiries, and any/all other inquiry types.
• Own the entire resolution from initial customer contact to final completion. The Strategic Account Representative is in direct contact with the customer to provide updates on the status of the issue, while simultaneously driving communication with the internal teams/departments to provide the necessary answers to the customer’s issue. Ensure the communication loop is closed, and the issue is resolved.
• Recognize issues that warrant escalation to Supervisor and take appropriate steps to resolve.
• Develop rapport with internal departments company-wide to achieve timely responses and resolutions.
• Provide support at the request of the aligned Account Executive(s) within the sales support structure.
• Participate in regularly scheduled call with Sales to collaborate on assigned accounts and strategies.
• Able to work effectively in a team environment, enabling growth and continuous learning.
• Demonstrates excellent knowledge of Roadrunner services in all customer and prospect interactions
• Gets involved, communicates, and takes a strategic approach to overall Roadrunner and employee safety.
• Stays up to date, informed and compliant with the requirements in their respective field.
• Build and maintain customer relationships through regular and professional communication.
• Learn the customer’s processes and become an internal subject matter expert for the account.

Job Requirements:

• Bachelor’s degree (BA/BS) from a four-year college or university preferred; at least five years of customer service experience or two years of transportation experience, or equivalent combination of education and experience in the transportation industry.
• Very proficient with written and verbal communication.
• Ability to read and analyze moderately complex documents including customer data sets, Excel files, and customer-specific SOPs.
• Ability to respond to common inquiries or complaints from customers and members of the business community.
• Ability to effectively present information to customers, prospects, and upper management.
• Excellent customer service and administration skills
• Basic PC skills including Outlook, Word, Excel, PowerPoint and Power BI
• Preferred knowledge of industry-based software, and Microsoft Windows.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to prioritize and organize tasks
• Ability to handle multiple tasks and projects simultaneously
• Involves a high degree of responsibility for working with, safeguarding and controlling highly confidential information, knowledge or important confidences.

Physical Demands and Work Environment: The physical demands and work environment described here are representative of those an employee encounters while performing the essential functions of this position.  Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• Physical Demands:
  • While performing the duties of the job, the employee is regularly required to sit, reach/handle items, work with fingers, distance vision (clear vision at 20 feet or more), color vision, peripheral vision, depth perception, ability to adjust focus and talk and hear others in conversations via the phone or in person.  The employee is occasionally required to stand, walk and lift objects up to 20 lbs.
• Work Environment:
  • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
  • The noise level in the work environment is usually moderate.
  • Remote

Compensation:

• The estimated compensation for this role is $19.00 per hour.

Job Location:

• Remote

Benefits:

• PTO
• Paid Holidays
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• 401k

Roadrunner Freight is building something special with great people, a winning culture and a differentiated service offering in the marketplace.  Join us today to grow your career!

*We will not accept unsolicited candidates from external recruiters or recruiting agencies. Thank you!

Additional Requirements:

Summary:

Roadrunner’s Smart Long Haul is revolutionizing the industry with significant investments in technology, a culture of continuous improvement, and intelligent and efficient direct routing. A Top 100 Trucking company by Inbound Logistics and a Top Tier Service Carrier by Mastio, Roadrunner is an LTL industry leader on the rise.

As a long-haul, metro-to-metro LTL carrier, Roadrunner offers more direct routes than any other nationwide Less-than-Truckload carrier in the United States. With a nationwide presence, terminals across 40+ markets, and more than $400 million in revenue, the company’s Smart Long-Haul Network is the preferred choice for shippers looking to move freight quickly and reliably.

Roadrunner is growing and looking for a highly motivated Customer Service Representative to join our winning team. If you are results driven and looking for a rapidly growing company with high growth and earnings potential, apply today!

We Run Safe. We Run Smart. We Run Together.