Customer Service Agent

Forward Air • Jamesburg, NJ • 2h ago

Position: Customer Service Agent

Job Description:

To be a primary interface on behalf of PLC with customers, sales, operations and vendors on domestic shipments. This includes, but is not limited to, completing requests for information in order to meet service expectations for the customer and the Client Services Manager by performing the following duties:

Core Responsibilities & Duties:

Maintain and provide quality customer service, while meeting all company policies and procedures

Ensure phones are answered as per company policy

Provide customer service between PLC, customers and vendors

Assist Customer Relations Manager with clerical functions as needed

Notify dispatch / routing for next day shipments

Convert shipments from customer SOP's

Demonstrated proficiency with Pipeline program, convert pickups, and assist with converting vendors to fully utilize its services

Adhere to customer SOP's and update as required

Call and/or email correspondence to customers as necessary, in order to update accounts

Assist with administrative functions for key accounts

Responsible to perform auto-costing for cartage shipments

Verification of all costing entries

Manually calculate costs as directed

Other duties may be assigned as required

Qualifications:

Identify and resolve problems in a timely manner applying common sense understanding

Plan and prioritize work activities utilizing the resources and reports available to complete required tasks productively and in a timely manner

Obtain and analyze information skillfully

Able to write clearly and informatively and present numerical data effectively and accurately

Demonstrate accuracy and attention to detail

Understanding TSA regulations that apply to position

Compliance to company policies with respect to employee handbook, safety regulations and use of company supplied equipment/resources

Consistently at work and on time

Must have demonstrated proficiency with Microsoft Office programs, including Excel, Word, Outlook, Transoft and 7L

Associates degree or equivalent from two-year College or technical school; and 2-3 years related experience and/or training; or an equivalent combination of education and experience.

Forward Air is an Equal Opportunity employer.

FWRD1

About Us

Since 1990, Forward Air has been a leading provider of ground transportation and related logistics services to the North American air freight and expedited LTL market. We offer surface shipping on an accelerated "time-definite" basis, delivering cargo at a specific time, but under less time-sensitive situations - supplying you with a cost effective, reliable alternative to air transportation. We work with companies of all sizes to develop tangible advantages and build the best products to meet your specific needs. Forward Air presents to the wholesale transportation community (logistics companies, freight forwarders, integrated air cargo carriers, passenger/ cargo airlines, and non-traditional shippers), a single-source provider that can deliver more supply chain services and a superior menu of choices. Throughout the years we have added supplementary lines to our linehaul service, such as full truckload operations (Truckload Services), final-mile coverage (Complete® Cartage), and an Airline Logistics program, and we will continue to expand our services to meet the changing needs and growth of our customer base.

Forward Air is structured to optimize both savings and service to our customers. Direct partnerships with owner-operators and other surface transportation providers, enable us to remain cost-competitive. The Forward Air network is designed with over 90 facilities located at or near major U.S. and Canadian airports, 12 regional sort centers and over 300 beyond points (secondary airports provided through our Complete Cartage service), creating one of the most comprehensive linehaul networks in the industry.

Ranked 3rd in Newsweeks 2022 "Americas Most Trustworthy Companies (https://www.newsweek.com/americas-most-trustworthy-companies-2022/transport-logistics-packaging) " publication

About the Team

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