Customer Service Representative/ Dispatcher- Elkridge, MD
Posted on Feb 2, 2019 by USPack Logistics LLC
IMMEDIATE OPENING! We are growing and we are looking for customer service oriented professionals. Join our team of exceptional Dispatch and Client Services professionals!
This position is a customer facing role that handles customer calls to ensure overall customer satisfaction is achieved. The ideal candidate will have a high level of attention to detail, the ability to effectively multi-task in a fast-paced environment, and demonstrates excellent problem-solving skills. This position serves as the primary communicator between Independent Contractor and customers of our organization. A sense of commitment to customer satisfaction and the ability to work well in a team environment are ideal for this position. Superior communication skills and a positive, friendly attitude are critical to success in this role.
Duties and Responsibilities:
Answer incoming phone calls from customers and Independent Contractors and enter information into company specific software system. Prioritizes tasks accordingly.
Enter orders for both routed and on demand routes, additional stops, wait time jobs and special order requests from customers as required by department standards.
Determine if order can be performed as requested by the customer based upon multiple factors.
Assign and dispatch delivery jobs.
Monitor online dispatch board for potential issues of delayed service.
Monitor current job acceptance log of Independent Contractor to ensure workload balance; route reassignments, as necessary, in case of breakdowns or service interruptions.
Monitor status of time sensitive deliveries/pickups to ensure timely delivery to customer.
Answer inbound calls from Independent Contractors and assist them as needed to help ensure the routes are able to be completed to customer expectations.
Assist with Operations Manager and other employee requests related to dispatch and route completion.
Monitor and utilize web-based applications, tools, and reports.
Handle customer concerns in an expeditious and professional manner; escalate unresolved issues to management, as appropriate.
Perform day-to-day administrative tasks; i.e. email, electronic file management, etc.
Ensure policies and procedures as defined by company are consistently followed.
Perform other duties as assigned.
The Company firmly believes that employees who embrace the Company Core Values (together with the right skill set) will create the level of customer loyalty that is required to set the Company apart from the competition. The six Core Values for all employees to embody when completing their duties and responsibilities on a daily basis are:
Passion Unyielding and tenacious pursuit of excellence
Integrity Behave in an ethical, honest and fair manner. Do what you said you would do.
Collaborative Believes in the strength of the collective, doing better together.
Accountable Take responsibility for decisions, results, actions and inactions.
Respect Be patient, consistent, honest and attentive.
Action Oriented Say what you are going to do, and do what you say.
Ability to establish a high level of trust and credibility in the organization.
Must be extremely detail oriented and able to accurately process transactions.
Proactive and resourceful. Ability to work effectively in a fast paced environment.
Ability to effectively communicate verbally and in writing at all levels of the organization.
Proficient computer skills, including but not limited to: MS Word, Excel and database programs.
Critical thinker with strong analytical skill set.
Ability to lift up to 25 pounds on occasion.
Ability to work overtime as necessary.
High school diploma required, Associates Degree preferred.
Previous call center, customer service, records clerk, data entry, administrative, or other related office experience preferred.
USPack Logistics LLC
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