Customer Service Representative - Norman, OK

POSITION SUMMARY

As a Customer Service Representative, you will be responsible for providing exceptional customer service to customers. You will handle inquiries via phone, email, and web portals. Addressing concerns, resolving issues, and providing solutions in a prompt and accurate manner. Your goal is to ensure a positive customer experience and ensure our drivers have all the correct information to pick up and deliver on time.

ESSENTIAL FUNCTIONS

• Accept all load tenders via EDI or other means directed by the customer.
• Accept EDI and manual Updates via innovative and Freight Science
• Build loads with accurate information.
• Set all appointments with accurate transit time and information.
• Work reschedules and escalate any issues to the customer service manager.
• Trailer pool management for assigned customers.
• Ensure ALL temps are in the loads correctly.
• Manage and work the customer service mailbox.
• Update website portals as required.
• Track Freight and call out lates. Work with the ops team to provide solutions.
• Build loads and appoint loads within 2 hours of acceptance.

• Check to ensure that appropriate actions were taken to resolve customers' problems.
• Refer unresolved customer grievances to designated departments for further investigation.
• Solicit sale of new or additional freight.
• Recommend improvements in service or billing methods and procedures to prevent future problems.
• Monitor and maintain superior service levels.
• Other duties as assigned.

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

SKILLS & ABILITIES

Education:

• High School Diploma or equivalent is required.

Experience:

• 1+ years of transportation preferred. Customer service or account manager experience required.

Computer Skills:

• AS400 experience; a plus
• Microsoft Office Suite, Innovation
• Able to learn and use proprietary software.

WEL Companies 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.

WEL Companies provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.