Customer Service Rep I
TUNNEL HILL, GA
6:00 pa – 6:00 am
Position open to remote: No
Grade: HR09
Compensation Range: $19.08 +
Who We Are:
Relentlessly Delivering Big Ideas. U.S. Xpress is one of the nation’s largest asset-based trucking companies. But the most valuable asset we offer isn’t tractors, trailers, or even our exclusive, cutting-edge technology. It’s the collective brainpower of thousands of visionaries and problem-solvers. Together, we are revolutionizing the transportation industry by providing innovative, custom solutions. And, here, we believe in the sanctity of a promise—both to our customers, and our people. When we focus our varied talents on reshaping the future of transportation, that’s what we call the POWER OF U.S.
Why U.S. Xpress?
Right Role. Right Tools. Right People. We invest in our talent starting on day one. You will be provided with personal and professional development opportunities that complement your interests and encourage you to build a career you’re passionate about. Whether it is employee stock options, profit-sharing, 401K, professional development, or our competitive pay, we help prepare you for the future. Be part of an organization that values out-of-the-box thinking and rewards employees for going above and beyond. Curious about the other benefits of working with us? Check out other perks below!
- Medical, Dental, and Vision
- Basic/Supplemental Life
- Accidental Death/Dismemberment
- Health Savings Accounts
- Flexible Savings Accounts
- Company Paid Holidays
- Paid Time Off
- 401k with Employer Matching Contribution
- Employee Stock Purchase Plan
- Paid Parental Leave
- Short Term Incentive Program
- Employee Assistance Program
- Pet Insurance
What You’ll Do:
- To solicit freight orders from a designated and assigned base of USX customers by fax, phone, e-mail, web based platforms and electronic data interchange and once received, enter the freight orders into the XPM New Order Management System for process and service.
- Consistently and continually solicit committed and non-committed freight orders from a designated and assigned customer base via a multitude of communication exchanges on a daily basis, commensurate with company and business level needs.
- Develop and maintain strong customer relationships to allow for the greatest opportunities in generating the highest level of freight order volumes.
- Continuously monitor all available communication exchanges of receiving freight load orders to accept available loads.
- Aggressively accept, pre-accept and enter all freight orders into the XPM New Order Management System.
- Work with all Planning Managers and Market/Customer Service Managers to maximize the amount of freight orders to accept.
- Partner with Capacity Team on securing ad hoc freight opportunities.
- Track and trace all active orders for current on-time status and proactively contact customers, providing them with shipment status. Seek alternate solutions with customers in the event of a service deviation, including change of pick up or delivery appointments.
- Keep customers informed of the status of deliveries, including in some cases updating of the customer web sites or EDI exchanges. Contact load planning and fleet management whenever it appears likely that USX may not meet a commitment to seek alternate truck assignment for the load or other solution to prevent service failure to customer.
- Record and notate customer complaints regarding freight orders. Remedy customer complaints regarding USX service to maximize customer satisfaction and for the CSRII level, attempting to resolve the issues to minimize escalation to the Market/Customer Service Manager.
- Interface with field Sales personnel to advise them on any feedback provided by the customer relative to our service, product offerings or, changes in their business levels with US Xpress.
- Trailer reporting process:
- o Monitor trailer pools at customer facilities daily to ensure the customer has the specified number of trailers available for loading
- o Monitor usage of trailer pools to ensure that trailers are being turned and utilized to the trailer pool expectations.
- Utilize booking tools to obtain data regarding booking averages and market trends
- Understand and communicate customer metrics internally
- Advise extended coverage or day shift on changes through regular updates on the CSR ShareDrive, Weekend Book, and Desk Book.
- May enter pick-up and delivery information specified by the customer into XPM Order Modification system or assign pickup and delivery window into XPM Order Modification system when customer does not specify appointment times.
- May travel to a customer or business site for business related meetings or entertainment purposes.
What We’re Looking For
Education
- High school degree or equivalent experience preferred.
Experience
- Minimum of 2 years in freight scheduling, customer service, inside sales or fleet operations preferred; may consider other customer service, inside sales or sales experience outside the transportation industry.
Skills/Certifications
- Intermediate communication skills and common courtesy required; ability to exchange information effectively in a concise and logical way, and be sensitive to audience diversity. Intermediate level of tact and diplomacy when dealing with others and handling sensitive issues.
- Intermediate computer skills required; experience with Microsoft Office, Internet and applicable company specific applications.
- Experience working in a deadline driven environment preferred.
Supervisory Responsibility: none
Work Environment / Physical Requirements – Normal office settings.
This job description indicates the general nature and level of work expected for this position. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities. Employees performing this job may be asked to perform other duties as required and the responsibilities of the position may change. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.
U.S. Xpress is an Equal Opportunity Employer committed to creating and maintaining a diverse workforce.
This role will remain open until it has been filled.
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