Account Specialist I, Customer Care

Job Summary:

This position provides support to an assigned group of major accounts.

• Audit EDI pickup request reports to ensure pickups were made and association to pro number properly completed
• Proactively trace and track shipments using the AS400 and reports for assigned accounts
• Build rapport with customers by greeting them in a courteous, friendly, and professional manner
• Research and resolve customer concerns based on account requirements and ensure compliance
• Update customer portals with missing shipment details (pickup dates, times of arrival, delivery dates, etc.)
• Participate in customer conference calls and meetings
• Update customer reports and distribute internally and externally
• Ensure problems and trends are escalated according to department procedures and a corrective action plan is in place
• Assist Customer Care Call Center when needed (First Level of support)
• Respond to Must Answer/Key Account line in a timely manner (First level of support)
• Regular attendance is required.
• This is not an all-inclusive list of job requirements and/or duties and may not contain all mental and physical capabilities necessary to perform the job at all times due to circumstances. Operational, safety and other needs may require the employee to perform any and all other duties as assigned. Employees are expected, and must be able to perform all such duties and tasks.

Qualifications:

• High School or General Educational Degree (GED), or any combination of education and experience, which would provide an equivalent background
• 2 years Customer Service or Sales experience in a customer facing position
• Knowledge of Transportation industry preferred
• Occasional travel may be required in support of customers
• Must be able to work in a high volume environment while remaining organized
• Confident, friendly, professional, with a strong work ethic
• Ability to listen attentively to customer needs and concerns; demonstrate empathy
• Demonstrated ability to rapidly gain product knowledge
• Must have flexibility to work various schedules in support of seasonal customers or business needs
• Ability to effectively communicate in writing and on the telephone required
• Working knowledge of Word and Outlook; experience with AS/400 preferred
• Proficient in Excel
• Must be self-directed with a high level of attention to detail
• Must be able to lift approximately 20 lbs., or more if required by the essential functions of the job
• Must be able to comply with all company policies, rules, procedures and Code of Conduct
• Must be able to interact well with others
• Must be able to work independently, or in a team setting
• Must be capable of working under tight time constraints in a high volume environment with multiple priorities
• Responds well to questions; Ability to read, interpret and comply with written information and documents such as safety rules, operations / procedure manuals and maintenance instructions with a high comprehension and concentration level to include the ability to meet deadlines
• Must pass a pre-employment drug screen, random drug and/or alcohol tests, and will be subject to a criminal history background check
• Must be authorized to work in the United States

Physical Demands: 
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. The employee is frequently required to sit and use hands to finger, handle, or feel or operate computers and other standard office equipment. The employee is occasionally required to stand, walk, lift, twist, turn and reach with hands and arms. The employee must be capable of lifting a minimum of 20 lbs., or more if required by the essential functions of the job. 

Work Environment: 
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment ranges from quiet to loud as required by the essential functions of the job.