Customer Support Agent (FTL/LTL - Freight)

Job Title: Customer Support Agent

Department: Customer Support

Reports to:Customer Support Manager

Shift (Hours):Monday-Friday

Job Status (FLSA): Non-Exempt - Full Time

Location: Los Angeles, CA

SUMMARY:

The Customer Support Agent is primarily responsible for handling all customer requests such as rate quotes, proof of delivery, tracking, and customer complaints. This position will be assisting sales efforts by working with inside sales team and manager with any request by performing the following duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Core duties and responsibilities include the following. Other duties may be assigned.
• Answers customer phone calls and emails.
• Provides customer with rate quotes.
• Reviews rate quote board for incomplete rate quotes.
• Follows up on rate quotes with customers.
• Notifies customers of shipment delays.
• Provides customers with shipments updates.
• Provides customer with Proof of Delivery (POD) and backup information.
• Enters pick-ups.
• Prepares revenue adjustments when needed.
• Enters new accounts in Trans Soft.
• Follows up on daily call list.
• Follows up on weight discrepancies with customers.
• Files customer complaints through the Sterling Transportation (STI) process.
• Follows up on cargo not booked from previous day.
• Cultivates positive and enduring relationship with customer and vendors.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Customer Success Mentality
• Superior leadership, management, and interpersonal skills
• Excellent oral and written communication skills
• Sound business judgment, quantitative, analytical, and problem-solving skills
• Strong work ethic, characterized by initiative, drive, and goal orientation

EDUCATION AND/OR EXPERIENCE:

• High school diploma or general education degree (GED) preferred.
• Two to five years of related experience and/or training.

COMPUTER SKILLS:

• To perform this job successfully, an individual should have knowledge of: Spreadsheet Software (Excel); Word Processing Software (Word); Electronic Mail Software (Outlook).

OTHER SKILLS AND ABILITIES:

• Clear and conceptual thinking ability is a plus.
• Excellent judgment and discretion; ability to handle multiple priorities simultaneously, meet deadlines, and handle work-related stress is required.
• Friendly, courteous, service-oriented, professional, outgoing, and customer service oriented.
• Remain calm and professional in stressful situations.
• Detail-oriented and work effectively under pressure while meeting all applicable deadlines.
• Must be able to work independently and productively with minimum supervision.
• Recognize problems, identify possible causes and resolve routine problems.
• Ability to establish and maintain a professional atmosphere for employees, clients and customers.
• Must have an energetic, enthusiastic, and positive attitude.

QUALIFICATIONS:

• 2 to 5 years plus of experience in a related high-volume customer service and/or freight forwarding environment.
• Bilingual in Spanish and English is preferred but not required.

NOTE:

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will†relationship.