Customer Service Representative

Location: Jonestown, PA, United States
Date Posted: 05-17-2018
Job Profile and Description: 

The Customer Service Representative [CSR] works at clients office as part of a team providing logistics functions for our customers.  He or she will oversee Information on Delivery [IOD] collection for a territory (group of different shipping points).  Our expectation is to have our systems updated with delivery confirmations within one business day of the actual delivery.  The CSR will monitor all shipments that are in transit from Warehouse [WH] to customer, and immediately report any issues, exceptions, or delays.  The most common issues are lost/damaged freight, customer contacts, expired customer Purchase Orders [PO], and weather related delays.  The CSR will work with carriers to secure delivery Appts within customers Requested Delivery Date window [RDD].  The CSR will follow up with carriers after the delivery to ensure the Proof Of Delivery [POD] has been submitted to our Transportation Management System [TMS].  The CSR will also assist with reporting including weekly Key Performance Indicators [KPI], On Time Right Quantity [OTRQ], and Regression Analysis.
 
Duties and Responsibilities
  •          Maintain above 99% on time IOD collection (within one business day from delivery)
  •          Maintain above 95% on time POD collection (within ten business days from delivery)
  •          Download daily snapshots from TMS for analysis and action
  •          Manually confirm deliveries [IOD] to TMS
  •          Manually Upload PODs to TMS
  •          Maintain daily communications with carriers to ensure on time deliveries
  •          Identify trends and issues that can adversely effect on time IOD/POD collections
  •          In depth understanding of our process for carrier education purposes
  •          In depth understanding of logistics industry’s standards and best practices
  •          Advise Team Leader of all current issues and exceptions
Skills and Specifications
  •          Competent with Microsoft Office Suite, particularly Excel (vlookups and pivot tables)
  •          Clear and concise communication skills
  •          Prioritization, able to shift focus to urgent issues while not falling behind on other duties
  •          A good attitude and ability to work in a team setting
  •          Able to learn new systems quickly and adapt to abrupt changes
  •          Well organized and good follow up skills
  •          Able to sense urgency and know when to escalate for assistance
  •          Can create and maintain professional relationships with customers and carriers
Education and Qualifications
  •          Bachelor’s Degree
  •          Relevant/Related Work Experience can be substituted for Bachelor’s Degree
 
BTI Solutions is a global telecommunication engineering company that offers mobile and system engineering solutions for the telecommunication industry.
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BTI Talent Acquisition Team
recruiting@btisolutions.com
BTI Solutions
801 E Campbell Rd. Suite 230, Richardson, Texas 75081, USA
Office:+1-972-992-0030, Fax:+1-972-992-0050
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