Job Description

• Participates in hiring entry-level customer service employees.
• Trains new employees in the company’s customer service policies, procedures, and best practices.
• Organizes and oversees the schedules and work of assigned staff.
• Conducts performance evaluations that are timely and constructive.
• Handles discipline and termination of employees as needed and in accordance with company policy.
• Lead CSR team to ensure orders are received into the Trinium system, check on port availability, identify & alert the team if there are any issues, process orders and ensure information is relayed to the customers via the system
• Train, lead and mentor a team of CSRs. Set priorities for the team to ensure task completion and performance goals are met.
• Develop written protocols and processes (SOPs) for the team to follow.
• Make sure the profiles are set Correctly with regards to free time both at port and out.
• Process orders, modifications, and information flow.
• Manage large amounts of incoming calls
• Answer customer questions (typically via the CSR team).
• Work with Ocean Terminals to ensure container problems are addressed and that information is recorded correctly in the system.
• Provide documentation as needed for accounting to properly process or dispute charges
• Provides motivational and developmental leadership to the customer service team on a daily basis to enhance overall performance.
• Drives and facilitates the order fulfillment process in a manner that creates customer intimacy and builds and maintains positive, effective relationships with customers.
• Maximize efficiency through the roll out of system driven solutions to minimize the opportunity for manual mistakes – Push for uploads and EDI set ups.
• Monitors and analyzes quote efficiency, and quote conversion as well as adherence to margin guidelines.
• Communicates and ensures that standard operating procedures and established company guidelines are being followed consistently within the customer service function.
• Serves as an interdepartmental liaison between customer service, warehouse, delivery, sales and Senior Management in order to resolve customer related issues while enhancing organizational efficiency.
• Drives and monitors service standards, continuously pursues improved customer satisfaction.
• Develops, refines, and implements Customer Service procedures and policies to ensure adherence to company guidelines.
• Monitor Unfinished transactions and manage transaction status to ensure system reflects real life timely.
• Performing additional duties where needed.

• Servant Leadership
• Passion for Excellence
• Integrity
• Resilient
• Intense Safety Focus
• Trust

• High school diploma or GED and over two years’ related experience.
• Experience in trucking environment is preferred.
• Knowledge of Transportation Management Systems (TMS) preferably Trinium.
• Knowledge of Microsoft Office/Outlook/ Excel.
• Have excellent oral and written communication skills
• Excellent data entry skills. Ability to pay close attention to detail for typing, filing, sorting, and proofing.
• Must be able to be professional at all time and flexible with changing situations.

• Must be able to communicate effectively orally and in writing
• Upholds organizational values