Job Description: Bulkmatic is seeking a full-time Senior Customer Service Representative for our Griffith, IN location. The Senior Customer Service Representative will work with our partner carriers, operations team, sales and account management teams to satisfy the needs of our customers. This position is responsible for delivering exceptional customer service to our clients relating to the status of their transportation shipments.
This postion will be on-site at Bulkmatic's Corporate Office located in Griffith, IN. Pay Range: 55000.00-65000.00 per_year, General Benefits: We offer a comprehensive benefits package to all full time employees including paid vacation and holidays, Medical, Dental and Vision insurance, 401k with employer match, and life insurance among other benefits.
Job Requirements:
- Demonstrate strong communication skills
- Ability to troubleshoot and find solutions to customer service requests
- Seamlessly shift from one task to another
- Provide attention to detail and process discipline
- Manage customer relations by engaging customer on a regular basis providing solutions to meet their needs and goals to maximize freight potential and growth
- Ensure on time delivery, damage free service, and accurate billing through scheduling pickup and delivery appointments, entering customer orders into the order management system to track loads, obtaining approval for accessorial charges with assigned customers
- Proactively communicate with and respond to internal and external customers who request information by checking load status and/or resolving problems to achieve customer satisfaction and minimize service failures
- Manage required 3rd party customer systems for shipment status updates
- Manage and ensure accuracy of all orders tendered from customers
- Perform general administrative duties, clerical duties (processing and coding documents, maintaining records and files, etc.) and compile and arrange data.
- Monitor dashboards and shared inboxes
- Monitor and analyze customer feedback to help identify areas for improvement and implement strategies to enhance overall customer retention
- Provide guidance to the customer service team, assist with training, resolving difficult situations and promote a positive work environment
- Facilitate customer on-boardings with both external and internal stake holders
- Actively engage with customers to generate new opportunities to provide growth opportunities
- Collaborate with Sales and Account management team to develop strategies to promote a better service experience
- Coordinate with Sales and Account Management team to conduct internal service and scorecard reviews for customer accounts
Requirements - 3+ years of Customer Service experience preferred
- HSD required; Bachelor's degree preferred
- Proficient with Microsoft Office Suite
- Excellent verbal and written communication skills
- Outstanding relationship management skills
- 5% occasional travel for client-facing engagement
