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Customer Service Analyst

Posted on Jan 15, 2019 by Quality Distribution, Inc.

Tampa, FL 33602
Retail Trade
Immediate Start
Annual Salary
Quality Distribution (QLTY) is the operating company for Quality Carriers, QC Energy Resources, Quality Bulk Logistics, and Boasso America. We employ over 1,000 people nationwide and have over 200 people in our Tampa based corporate office. We are the nation's #1 tank trucking company. We transport a broad range of chemical products and provide our customers with value added services. We're a core carrier for many of the Fortune 500 companies engaged in chemical processing and we provide services to each of the top 100 chemical producers in the world with US operations. As the leader of North America's bulk transportation services, we set the pace for the rest of our industry. Each and every day we strive for excellence. Our team members are motivated, intelligent, ambitious individuals who are passionate about what they do. The Customer Service Analyst (CSA) will be a primary point of contact for one or more critical or at-risk customers addressing questions, fulfilling requests and monitoring/trending orders and service issues. As part of daily responsibilities, the CSA will develop customer reports, manage and trend Non-Conformance Reports (NCR) and interact with field personnel to facilitate a comprehensive root cause analysis. In addition, the CSA will work with applicable parties to develop comprehensive corrective and preventive action plans for service related issues. Furthermore, the CSA will also work closely with the Operations, Sales and field personnel providing support on the items noted above as well as in a variety of other areas including, but not limited to, communicating potential opportunities (volume, rates) to Sales, working with QC's brokerage division and providing training to the field. A successful CSA must have the ability to function as a part of a team at a high level and be able to think creatively and critically. 1. Service Facilitation: Establish and maintain a positive relationship with customers, terminals, drivers and internal QC parties. Will work with internal and external representatives to identify possible improvements and business opportunities. 2. Order processing: Validate and process customer tenders received via EDI or through other electronic methods. Tender orders to field operations as needed. 3. Facilitation of NCRs: Create, review and close applicable NCRs. This may involve coordinating with terminals, customers and other internal resources teams such as Sales, Operations, Claims and Safety. 4. Customer Service Reporting: Run and/or develop internal (Access, Cognos or application level) reports to track QC performance and compliance with internal and external standards. 5. Sales Support: Work with internal sales team, as well as pricing, to ensure customer satisfaction. Minimum education/experience necessary to perform the job: 4 year Degree (Required) 2-5 years of relevant experience. Logistics experience a plus. Minimum special knowledge and skills required: Strong skills in MS Office (Excel, Word, PowerPoint, Access) Ability to function as part of a team at a high level Critical thinker Strong communication skills (both verbal and written) Ability to develop tools that create efficiencies within the department Experience with Google Apps preferred Familiarity with transportation software such as EDI, TMW, and PeopleNet a plus Quality Carriers, Inc. offers very competitive wages and great employee benefits ( Medical, Dental, and Vision plans, 401 K, Flexible spending accounts, and Paid Time Off). Quality provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.

Reference: 619594071

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