Customer Support Operations RoleThis role will act as the operation's customer support system. You will be responsible for, but not limited to maintaining ongoing communication with delivery teams, clients, and customers in order to address and resolve any problems or obstacles that could interfere with the timely completion of scheduled deliveries.
Essential Job Functions:- The job functions listed below represent the essential job duties and responsibilities of the above-listed position.
- Administration of orders received at the facility for delivery. This includes prompt updating of customer portals and internal systems.
- Prompt scheduling of deliveries to the end consumer per the client specific SOP'sRouting process for outbound delivery trucks focusing on service, revenue per truck, driver/drive team selection and dispatch.
- Completes all shipment statuses in the appropriate operating systems and portals, collecting POD's and communicating extra charges to customers per the established SOP's.
- Maintains bill of lading, labeling, manifest, pick sheets, load plans and other necessary documents for the planning, loading and delivery processes.
- Communicates with sense of urgency with all parties keeping them informed of schedule or delivery issues, answering questions, responding to requests, and identifying and implementing solutions.
- Monitors delivery teams' progress through their routes and schedules informs or makes adjustments as necessary.
- Advises delivery teams of the proper actions regarding customer, logistics or other problems which could arise and affect scheduled deliveries.
- Verifies merchandise by matching customer and sales receipt information.
- Resolves customer service issues by identifying and explaining the best solution, taking the appropriate action, and following up to ensure complete resolution.
- Prepares quality reports, load out reports, dispatch logs and tracking logs, and set up of manifests
- Manages exceptions not limited to late departures or arrivals, breakdowns, in-home service time, not at home, go backs, accidents, product or in-home damages, delivery team illness or injury.
- Performs other related duties as required and assigned.
Knowledge, Skills, and Abilities:- The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Ability to establish and maintain effective relationships with employees, contractors, supervisors, and the general public requiring courtesy, discretion, and independent judgment.
- Excellent organizational, leadership, communication, reporting skills
- High energy and motivating skills
- Microsoft Office proficient
- Ability to safeguard customers' personal information.
- Detail-oriented, analytical problem-solver and ability to multi-task in a demanding environment, high-pressure, high-volume environment.
- Knowledge of relevant policies, practices and procedures and requirements / standards.
- Effective written, verbal communication skills and follow through
Education and Experience:
High school graduate or equivalent experience. One year customer service experience preferred. Routing, dispatch, and warehouse experience preferred. The expected starting pay range for this position is $20.79 - $27.72 per hour. Offers determined based on experience, skills, and qualifications. Werner Enterprises provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, genetic information or veteran status or other status protected by law. We encourage applicants of all ages as we do not discriminate on the basis of an applicant's age.
