Customer Care Specialist

Job Description

Position: Customer Care Specialist

Pay: $20.00 per hour

Summary: Reporting to the Customer Care Manager, the Customer Care Specialist’s primary responsibility is to provide administration of all customer-facing activities such as order processing, billing, container tracking, chassis auditing, and other items that deliver best in class service to Costa’s clients’ customers. This position requires strong multi-tasking skills, product knowledge, and superior communication ability. This is a non-exempt, hourly position.

• Manage and process delivery orders from the orders mailbox
• Process deliveries in container management system, VIntermodal
• Trace and trace orders in port terminal to verify most recent information is entered
• Review ops reports and update VI accordingly as needed
• Keep customer requirement manuals updated in VIntermodal with changing requirements
• Assist Customer Service in scheduling and communicating with customers as needed
• Notify containers ready in VI
• Assist in troubleshooting driver trouble tickets
• Creates and update location profiles in computer system
• Create and process reports as needed
  
  Assist customer care group in reviewing and auditing chassis and per diem invoices to confirm billing is correct and ensure we are charging back customers what they are responsible for
• Other projects as assigned by management
• Other tasks as requested
• Regular attendance is a required function of the position

• Previous drayage with VIntermodal experience preferred
• Demonstrated strength in project and teamwork
• Positive orientation to problem solving
• Excellent communication skills both verbal and written
• Strong mathematical abilities
• Advanced skills in Microsoft Office including Excel, Word
• Capable of critical analysis
• Self-motivated with strong decision-making abilities
• Can-do, positive service attitude
• Independent thinking and problem-solving skills
• Attention to detail and accuracy
• Ability to multi-task
• Impeccable follow-through and commitment to quality customer service
• Desires fast paced environment

The minimum education or formal training for this position includes the following Provincial/State or other vocational or professional certification, trade license, apprenticeship, or degree:

• Mandatory:
  High School Diploma or GED
• Preferred:
  Bachelor’s degree in business administration or related field

• Approximately:
• 3 months