Customer Service & Traffic

Overview

We are looking for interested and qualified candidates for a Customer Service/Traffic Support position. This is a full-time hourly position with a standard schedule of 8 a.m. to 5 p.m. Monday through Friday. The individual in this role will be the liaison between Draper and the customer for transportation related issues. This role provides continuous feedback to the customer; address's freight tracking, overage, shortage, and damage issues;

researches cause of claims; analyzes root causes; determines resolutions; and communicates findings to management. The primary responsibilities and minimum qualifications are listed below.

• Investigates and resolves issues as they occur by working with customers, carriers, sales and traffic clerks in a timely manner.
• Responds to general inquires such as tracking and tracing in route freight.
• Troubleshoots any delivery issues and communicates promptly with customers.
• Deescalates tense situations with customers.
• Schedules pick-ups for miss delivered freight or re-route in route freight.
• Reviews the on-time report and all delivery receipts with exceptions from the previous day, proactively reach out to customers about any delay or issue found.
• Identifies overages, shortages, and damaged freight.
• Communicates with partner carriers and/or shippers for missing paperwork or freight.
• Works with dock to determine corrective measures to prevent future claims.
• Handles the disposition of the OS&D freight with the shipper.
• Answers OS&D calls from customers.
• Participates in proactive team efforts to achieve departmental and company goals.
• Contacts customers to discuss or resolve OS&D/On-hand issues.
• Generates OS&D reports.
• Billing-OS&D/On-hand.
• Issues notices of undelivered freight.
• Completes all necessary paperwork.
• Other Duties as assigned

• Minimum two years customer service, LTL experience or one year OS&D experience.
• Professional phone etiquette.
• Ability to manage stress effectively.
• Experience with working in fast paced environments while maintaining attention to detail.
• Team oriented.
• Excellent data analysis, problem solving and analytical skills to process data, identify errors, provide root causes, and drive corrective action measures.
• Proficient knowledge of MS Office, including Word, Excel and Outlook

We are an equal employment opportunity employer.