Reddaway Customer Service Rep (Full-Time) - Tualatin, OR - Reddaway - Portland in Tualatin, Oregon

JOB SUMMARY

Provide courteous, efficient, timely and informed service to customers calling the Customer Care Center. Receive incoming telephone calls, answer questions and investigate customer problems. Provide the customer with an easily attainable source of information. Make decisions, as necessary, following the philosophy of "what is the right thing to do." Refer to others for answers as deemed appropriate.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  1. Deliver personal service to customers via telephone in response to customer initiated inquiries.

  2. Ensure customer satisfaction by listening and responding to customer needs and requirements.

  3. Use CRT mainframe and personal computer programs to review and/or modify customer service information.

  4. Specific tasks include, but are not limited to:

o Coordinate freight flow by expediting movement of shipment and contacting terminals and/or central dispatch.

o Inform customers when delivery of shipment can be expected by tracking the shipment through the system.

o Ask the customer the correct questions to elicit the information needed to make an accurate rate quote based on shipment classification, weight and distance. Ascertain discrepancies between information provided for rate quote and information provided on shipment invoice to resolve invoice disputes.

o Provide status of a claim to the customer. Work with OS&D as necessary.

o Provide general information about USF Reddaway/YRCW products and locales of service. Recognize and act on opportunities to sell YRCW services.

o Identifies appropriate company resources for customer questions that require referral. Track issues that require follow-up and keep customer informed of issue status.

o Identifies issues and opportunities that contribute to process improvement. Participate in efforts to implement solutions, working on team objectives and goals. Assist in making organizational and technological changes invisible to the customer

  1. Perform other duties as assigned.

*PREFERRED QUALIFICATIONS *

  1. Some college preferred.

  2. Customer service experience preferred.

  3. Knowledge of the transportation industry.

Reddaway is an Equal Opportunity/Affirmative Action Employer

Minorities/Females/Persons with Disabilities/Protected Veterans

Title: Customer Service Rep (Full-Time) - Tualatin, OR - Reddaway - Portland

Location: OR-Tualatin

Requisition ID: 1805CW