CSR/Administration

Dunavant Sea Lane Express - Portsmouth, NH

Full-time

Portsmouth, NH

About the position

The Customer Service Administrator plays a crucial role in managing customer relationships and ensuring high service levels for assigned accounts. This position involves coordinating with various internal departments to balance capacity and freight while meeting customer expectations. The role requires effective communication, documentation, and organizational skills to handle customer inquiries, schedule appointments, and process necessary paperwork.

Responsibilities

• Develop excellent working business relationships with assigned customers.
• Enter all loads into the system upon receipt of work order or knowledge of the load and put them on the proper dispatch board.
• Ensure 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 pay.
• Ensure all accessorial charges authorized by the customer are noted in the system.
• Schedule pickup and delivery appointments with shippers and consignees on all customer moves.
• Keep customer informed of all service failures or any other information throughout the booking and shipment process.
• Ensure pickup and delivery expectations are documented on each assigned customer.
• Generate quotes and determine commitment levels with appropriate Sales Representatives.
• Ensure you are at your workstation daily, on time and ready to implement your Start of the Day, Continuous Day, and End of the Day processes.
• Create new employee files for Safety function, including drug test paperwork and scheduled hire date.
• Notify drivers of any expirations and/or inspections due and follow-up.
• Review written driver logs and assist with Accounts Receivables as necessary.
• Assist with driver recruitment and retention as necessary.
• Act as back-up for all team members in the office.
• Learn and perform dispatch functions.
• Perform all other duties or projects as assigned.

Requirements

• Minimum of two years (five years preferred) Customer Service or Customer Service Relationship experience required, preferably in a related industry.
• One to two years of Intermodal Customer Service Representative experience preferred.
• Professional skills 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 memos.
• Ability to write simple correspondence and effectively present information to customers, clients, and other employees.
• Ability to calculate figures, generate quotes, and perform basic math.
• Strong organizational skills and attention to detail.
• Excellent computer skills: Microsoft Word, Excel, Outlook.