Customer Service Specialist

If you’re looking for an exciting new challenge, consider our Customer Service Specialist opportunity with Ingram Marine Group. In the heart of Granite City, IL, this person will be responsible for overseeing the order processing lifecycle, from order entry to invoice, and reporting inventory to customers and management.  The associate acts as the liaison between the customers, operations, and sales while striving to improve the customer experience.

What you’ll be doing:

• Maintaining product, customer, and pricing master data in terminal operating system.
• Maintaining customer contract information and managing rail demurrage rebilling program.
• Generate invoices, processing credit memos, and troubleshooting invoice issues.
• Provide storage, tonnage, and inventory reports as required to customers.
• Generate weekly and monthly reports to finance for management reporting and business intelligence.
• Coordinating inbound and outbound shipments of rail, barges, and trucks between customers and operations.
• Communicating with customers, railroad personnel, and truck carriers to coordinate shipments and ensure accurate data capture for invoicing and activity reporting.
• Addressing customer concerns and inquiries professionally and promptly.
• Fielding after-hours calls and emails to address customer and operational concerns.
• Other task as required to constantly improve the overall customer experience.

• Bachelor’s degree required or high school diploma AND 5+ years of related experience
• TMS, Dispatch, and Inventory Management software systems are required. Accounting system experience is a plus
• Excellent Communication: Ability to communicate effectively with customers, suppliers, and internal teams both verbally and in writing.
• Problem-Solving: Capable of quickly and effectively resolving customer issues and complaints to ensure customer satisfaction.
• Attention to Detail: Ability to accurately process orders, invoices, and other documentation with a high level of accuracy.
• Multitasking: Capacity to manage multiple tasks simultaneously, such as answering phone calls, responding to emails, and processing orders.
• Product Knowledge: Understanding of the company's products and services to provide accurate information and assistance to customers.
• Empathy: Ability to understand and empathize with customers' concerns and provide appropriate solutions.
• Computer Skills: Proficiency in using computer systems, including customer relationship management (CRM) software, transportation management software (TMS), & terminal operating software (TOS) systems. Microsoft office is suite is also a required skill with Microsoft Excel being a primary tool.
• Time Management: Ability to prioritize tasks and manage time effectively to ensure efficient customer service.
• Teamwork: Willingness to collaborate with colleagues in other departments to resolve customer issues and improve overall customer experience.
• Adaptability: Capacity to adapt to changing situations and customer needs in a fast-paced environment.
• Conflict Resolution: Skill in managing conflicts and difficult situations with customers to achieve positive outcomes.
• Technical Knowledge: Basic understanding of terminal operations, including loading and unloading procedures, safety protocols, and regulatory requirements, to provide informed assistance to customers.

• A competitive compensation package
• Comprehensive benefits including Medical/Prescription Drug plans, HSA, Vision, Dental and Health Care FSA.
• Generous paid time off benefits
• 401K match upon first day of hire
• Life and AD&D, Employee Assistant programs, Group Legal, & more
• Associate growth and development encouraged through internal training and tuition reimbursement program
• Casual Dress Code 
• In-office & On-site  

Pay-Range: $50,000 - $68,000

If you are requesting reasonable accommodation or disability assistance in submitting your application, you may email us at [email protected]

Ingram Marine Group and its affiliates (“Company”) is an Affirmative Action/Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, work related mental or physical disability, veteran status, sexual orientation, gender identity, or genetic information. 

EEO/AA Employer/Vet/Disabled

We participate in EVerify

http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf

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