Customer Service Representative - Trucking - Gulf States Trucking

We are looking for a Dispatch Customer Service Representative to be responsible for effectively serving as the primary point of contact for all customers and an assigned fleet of drivers with a continuous focus on customer service and satisfaction within a safe and compliant operation. Will work closely with the Dispatch team and Dispatch Manager to ensure customer service requests are prioritized and answered in a timely manner, as well as all customer requirements are accurately captured and communicated using the dispatch system software.

Essential Duties

1·         Coordinates with the Dispatch department team by working closely with the Dispatch Manager to ensure goals and competencies of dispatch customer service in the company are achieved within the boundaries of company policy.

2·         Receives and manages a high volume of customer service requests via inbound and outbound phone calls and emails according to the dispatch board and dispatch system software as loads are scheduled.

3·         Communicates and coordinates with Dispatch Manager on customer and driver concerns to ensure issues are resolved timely and according to safety requirements and procedures. 

4·         Communicates promptly and verbally with the Dispatch team to coordinate proactive and timely updates and delivery status via dispatch system email or phone call to customers and drivers, including changes to customer requirements or delays that may occur.

5·         Communicates customer location and provides directional support to drivers including contacting customers for terminal information and communicating inclement weather conditions to drivers as necessary.

6·         Receives and submits signed Proof of Delivery (POD) and Purchase Order (PO) to customers in a timely manner, generally within 24-48 hours, dependent on customer requirements via email using the dispatch system software.

7·         Creates and updates accurate dispatch notes and documents according to load correspondence and customer requirements using the dispatch system software. 

8·         Assists Dispatchers in creating and communicating Rate and Hot Shot quotes to customers based on their service request, truck requirements, load type, and timeframe.

9·         Submits daily End of Day Driver status report to the Dispatch Manager for all assigned driver's availability for the following 24 hours using the pre-formatted Word document.

10·         Assists Dispatchers by ensuring timely and accurate billing is completed, generally within 24-72 hours, by entering load data including Customer PO, and adding Detention Time using the dispatch system software.

Education and License

1·         Must have a high school diploma or equivalent.

2·         Must have a current Texas driver's license and a satisfactory criminal record.

Experience

3·         Must have at least one (1) year of experience in data entry within the Transportation or Fleet Operations field.

4·         Must have at least one (1) year of experience in a Call Center environment.

Skills

Must have the following skills and/or abilities:

1·         Working knowledge in the trucking industry, fleet operations, and Department of Transportation rules and regulations.

2·         Ability to work in a fast-paced environment with frequent changes to dispatch schedule and changes.

3·         Exceptional attention to detail and ability to manage multiple tasks simultaneously and meet deadlines while maintaining the highest standards of accuracy and quality to focus on a specific task and thinking of all critical details.

4·         Excellent communication (both written and verbal) and an ability to explain time expectations, locations, and directions to others.

5·         Demonstrate initiative on critical matters by clearly understanding the overall objective, doing what needs to be done immediately, and providing or receiving updates, without being asked and in the most thorough way possible.

6·         Demonstrate strong work ethic and teamwork skills by actively contributing to their group in order to complete tasks, meet goals, actively listen to their coworkers, respect ideas, and aim to improve the process at hand

7·         Proficient typing and word processing with a minimum 40 wpm typing speed. 

8·         Proficient Data Entry skills in Microsoft Office and standard industry dispatch software.

9·         Proficient organization, planning, and time management skills in order to set priorities and meet assigned deadlines. 

10·         Project a courteous, professional, and positive approach with customers, employees, and authorizing agencies while providing prompt, efficient, and accurate assistance.

Physical Requirements

1·         Sit for 4-8 hours within a given day while performing essential duties.

2·         Constantly uses fingers and hands when dialing/answering the phone and operating a computer or other office machinery, such as a calculator, copy machine, and computer printer.

3·         Occasionally lift or move up to 20 pounds with or without assistance.

4·         Ability to hear average or normal conversations and receive ordinary information through verbal communication in person or over the telephone.

5·         Average, ordinary visual acuity necessary to prepare or inspect documents; operate a computer or other office machinery and detect objects in and around the office.

6·         Occasionally moves about, pushing/pulling, climbing, stooping, kneeling, standing, and/or ascending/descending stairs to gather or deliver documents; access office machinery (copy machine, computer printer, and the like); attend training sessions; meet with co-workers; and/or perform related duties.

Working Conditions

The majority of work is performed in an office atmosphere located inside a building with no hazardous or significantly unpleasant conditions. May require infrequent warehouse or storage yard visits in outdoor weather conditions with exposure to extreme cold, heat, and noise depending upon truck activity.

Benefits

1·         Competitive Pay

2·         Paid time off

3        Paid holidays

4·         401(k)

5·         Health, Dental, Vision, Life and Disability Insurance

Job Details

1·         Job Type: Full-Time

2·         Pay: Negotiable

3·         Schedule: Non - Exempt, M-F 40 hours per week

4.         Location: Channel View, TX

Gulf State Trucking is an equal opportunity employer, and all qualified applicants will receive consideration for employment 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.