Senior Customer Service Representative

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. Pay Range: 55000.00-65000.00 , General Benefits: 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

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 3^rd 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

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