CUSTOMER SERVICE SUPPORT SPECIALIST (CSA)

Job Description

Job Description

Job Title:

Customer Service Assistant

Job Summary:

A Customer Service Assistant [CSA] provides customer service with administrative support as directed by their Customer Service Representative.

Duties/Responsibilities:

• Accurately enters orders into Mcleod via manual tender, EDI, or audits loads built by loadmaster.

• Schedules the orders in agreement with drivers’ hours of service and transit times.

• Assists CSR with asset and logistics unbilled orders and exceptions including but not limited to detention/layover requests, lumpers, etc. Also assists with any necessary processes including customer portals like image uploading and entering/updating in and out times.

• Acts as a primary back up if a CSR is out of the office, planned or unplanned. Would act as the day-to-day contact providing updates to the customers and accepting loads on behalf of the CSR and RE Garrison. The CSA would also escalate any issues to the secondary CSR back up on the account to ensure that the customer is taken care of.

Required Skills/Abilities:

• Excellent time management skills

• Transportation knowledge such as hours of service and transit times

• Multitasking

• Attention to detail

• Communication skills

Education and Experience:

• High school diploma or equivalent required. Advanced education a plus.

• Bachelor’s degree in Logistics, Supply Chain, or Business-related field of study preferred but not required.

• Previous customer service experience preferred. Knowledge of trucking industry a plus.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.

• Must be able to lift to 15 pounds at times.

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential duty and/or function satisfactorily. Reasonable accommodation may be made to help enable qualified individuals with disabilities to perform the essential functions.

The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate.