Customer Service Representative - Portsmouth Virginia

Company: Dunavant Sea Lane Express LLC
Location: Portsmouth, Virginia
Posted On: 02/02/2025

VA Terminal is seeking a highly motivated and detail-oriented Customer Service Representative to join our team in Norfolk, VA. As a CSR, you will be maintaining customer service records, ensuring timely and accurate resolution of customer inquiries, and providing support to the customer service team. The successful candidate will play a critical role in ensuring customer satisfaction and maintaining our company's reputation for excellence.Position SummaryPerforms Customer Service/Administrator functions regarding a specific or assigned number or assigned customers which could include regional, dedicated, or national accounts. Will work in conjunction with other internal departments to achieve territorial balance of capacity and freight while achieving high service levels. Will ensure all requirements are met companywide regarding customer expectations.ReportingTerminal Location: 2011 Ponderosa St., Portsmouth, VA 23701Reports to: Terminal ManagerHR FLSA Status: Non-ExemptOffice hours: 8am - 5pm with afterhours engagement as required.Hourly Wage is commensurate with experience.Essential Functions, Job Duties, and ResponsibilitiesDevelop excellent working business relationships with assigned customersEnter all loads into the system upon receipt of work order or knowledge of the load and put them on the proper dispatch boardEnsure any documentation needed for billing accessorial charges is provided to and signed by the customer and entered in the system for proper billing and driver payEnsure all accessorial charges authorized by the customer are noted in the systemSchedule pickup and delivery appointments with shippers and consignees on all customers movesKeep customer informed of all service failures or any other information throughout the booking and shipment processEnsure pickup and delivery expectations are documented on each assigned customerGenerates QuotesDetermine commitment levels with appropriate Sales RepresentativesEnsure you are at your workstation daily, on time and ready to implement your Start of the Day, Continuous Day, and End of the Day processesFor Safety function, creates new employee file to include: (a) drug test paperwork (b) scheduled hire date (c) lease paperwork [if any] (d) scan all paperwork.Processes the driver into the lease (if any)Notifies drivers of any expirations and/or inspections due and follows-upReviews written driver logsAssists with Accounts Receivables as necessaryAssists with driver recruitment and driver retention as necessaryActs as back-up for all Team members in the officeLearn and perform dispatch functionsPerforms all other duties or projects as assignedEducation and Experience RequirementsExperience Required: Minimum of three (2) years (five years is preferred) Customer Service or Customer Service Relationship experience required - preferably in related industry; one - two years of Intermodal Customer Service Representative preferred.Minimum Skills, Knowledge, and Ability RequirementsMust possess professional skills deemed necessary to interact with Customers on a corporate level including making on-site visits when warranted Ability to read and comprehend simple instructions, short correspondence, and memosAbility to write simple correspondence and to effectively present information to customers, clients, and other employees of the organizationAbility to calculate figures, generate quotes, and basic mathAbility to deal with problems involving several concrete variables in standardized situationsStrong organizational skills; attention to detailExcellent computer skills: Microsoft Word, Excel, OutlookWork Conditions, Physical and/or Mental RequirementsSedentary physical activity requiring reaching, lifting, finger dexterity, grasping, feeling, repetitive motions, talking, and hearingVisual requirement is for close vision, distance vision, peripheral vision, and ability to adjust focus80% or more time is spent looking directly at a computerEmployee is frequently required to stand, walk (or otherwise be mobile)Employee is frequently required to lift and carry a minimum of 15 poundsAbility to deal with stressful situations as they ariseDuties are primarily performed in an office environment. Minimal physical effort is required. Lifting and carrying requirements of up to 15 pounds. Occasional or frequent ability to move boxes from one location to another. These physical and/or mental requirements are not exhaustive, and additional job-related requirements may be added by the Company on an as-needed basis. Reasonable accommodations, where required by law, will be made to enable individuals with disabilities to perform the essential functions of this position. PI341673e75f67-25660-35946496 More...

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