Customer Service Representative in Neenah

PURPOSE OF POSITION

Customer Service will interface closely with our customer contacts, as well as ensure operational alignment with Sales. As the Customer Service Representative, this role assumes responsibility for identifying and implementing continuous improvement initiatives that improve the customer experience, efficiency and team member quality of life.

FUNDAMENTAL JOB DUTIES AND RESPONSIBILITIES:

Essential Functions:

1. Acts as liaison between all RGL departments ( Managed Trans., Warehouse, and Sales) as well as the customer to ensure all parties understand customer requirements.

2. Build a professional relationship with customer, warehouse, carriers, vendors, and internal customers.

3. Support and be involved with the ongoing improvement of a safety culture.

4. Participate in the creation of a team culture which results in consistently and safely exceeding customer expectations.

5. Conduct training as needed (safety, process, work rule policy and enforcement).

6. Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution

7. Communicate both in oral and written form in a professional manner.

8. Develop Standard Operating Procedures (SOPs), business rules and work processes including communication and transfer of data.

9. Analyze and recommend innovative improvements to existing systems, procedures, and issues impacting customers/carriers/warehouse, focusing efforts on eliminating the root cause of recurring issues.

10. Develop a thorough understanding of all systems being utilized to service this customer.

11. Open and maintain customer accounts by recording account information

12. Manage large amounts of incoming calls

13. Performs other duties as assigned.

PHYSICAL DEMANDS OF THE ESSENTIAL FUNCTIONS:

Sitting, talking, hearing, and vision are required over 90% of the time, while walking is required about 15% of the time. Feeling is required 70% of the time, and reaching is required about 60% of the time. Bending, twisting, and climbing are required less than 10% of the time. Low levels of lifting (10 pounds or less) is required about 15% of the time, while medium levels of lifting and carrying (20 to 40 pounds) are required less than 5% of the time.

QUALIFICATIONS NEEDED:

A high school diploma or G.E.D. equivalency is required. Previous administrative experience in a transportation environment is a must. Knowledge of trucking operations, DOT rules and regulations a plus. Must be able to work in a flexible environment and change priorities quickly throughout the day. Strong computer skills with knowledge of Excel, Word and web based applications along with the ability to learn industry specific software is required.

High initiative with strong work standards. Strong conflict resolution and stress tolerance skills. Sound judgment skills which consider decisions impacting associates and the business. Must be able to work in a high stress environment and change priorities quickly throughout the day.

This position description has been prepared to assist in defining job responsibilities, physical demands, working conditions and skills needed. It is not intended as a complete list of job duties, responsibilities and/or essential functions. This description is not intended to limit or modify the right of any supervisor to assign, direct and control the work of employees under their supervision. RGL retains and reserves any or all rights to change, modify, amend, add to or delete from any section of this document as it deems, in its judgment, to be proper.