Job Description

Additional Job Description

Interacts with customers by phone and email to provide information regarding OD expedited shipping options and ensures the best customer service possible.

Primary Responsibilities

• Manage large amounts of inbound and outbound emails regarding OD Expedited services in a timely manner
• Identify shipment needs, clarify information, research every issue, and provide solutions and/or alternatives by following communication “scripts” when handling different topics
• Build sustainable relationships and engage customers, both internal and external, by going the extra mile
• Accept ownership for effectively resolving issues, complaints, and inquiries
• Keep the customer satisfied at the core of every decision
• Work closely with central dispatch, managers, and operations to accommodate customers’ needs (internal and external)

Job Qualifications

Education:

• High school diploma or equivalent

Experience:

• 3 years of customer service experience in a transportation company
• Understanding of the trucking industry and how freight moves through the system
• Strong phone and verbal communication skills along with active listening skills
• Ability to deal with different types of personalities and effectively handle high-stress situations in a calm manner
• Ability to multi-task, set priorities and manage time effectively
• Demonstrated proficiency with Office programs, such as Outlook, Excel, and Word

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