JOB DESCRIPTION

CUSTOMER SERVICE/TRACKING

Take customer calls:

Customers wanting information regarding loads, schedules, etc Requires a working knowledge of our computer program Good telephone skills required. Be able to locate the required information, or know who to get the information from.

If load is missing:

If it has not been shipped yet, work with shipping to work out schedule and get back to customerIf load is in route and the whereabouts is not known, locate truck and get back with the customer with time of delivery.

Take Drivers calls:

Take drivers calls and enter in ALL information in the Bill of Lading Tracing program. Make delivery appointments with customers-Enter all appointment times in the Tracing notes in the Bill of Lading. File copy of Bill of Lading in designated File folder. Follow Tracking Instruction sheet when taking drivers calls.

Major Accounts:

Handle all aspects of communication regarding your assigned accounts.

Provide information as per the customer’s request.

Take all phone calls regarding your account, resolving issues that you are able to.

Direct all problems to Kristina or Dave for resolution.

ALWAYS FOLLOW UP. Never leave a customer situation unresolved. Handle problems on the spot if at all possible. Always inform Kristina or Dave or any problems that come up immediately especially chain stores. If you need assistance ask Kristina or Dave.

Assist other customer service staff as required

Take messages or assist the receptionist in fielding calls as necessary

Take information to determine customer’s needs.

Take a message if the person they need is not available and make sure the message reaches that person.

There are 4 customer services/tracking positions which will be scheduled as follows:

6am 1-2 People depending on the volume of calls at this time

7am 1-2 People depending on the volume of calls at this time

8am 1 person

Drivers are instructed to call in from 6am to 10:30am everyday until they deliver. Calls will be heaviest on Monday’s and will taper off towards the middle of the week. A schedule based on a week 7 days will be completed and posted by Thursday for the following week.

After the peak hours, designated people will be asked to switch over to making appointments, answering incoming calls, filing, and any other duties that are needed to be completed at that particular time. See your office manager Kristina for instructions.

Proofing:

This is vital to a successful season. Auditing of paperwork and entering information into a pre-made spreadsheet will be giving to a designated person.

Data Entry as Needed

Other duties as assigned