Operations CSR Load Planner Freight Logistics (SW Houston)

We are located inside the loop so know this before you apply if commuting is an issue.

A knowledge of LTL Freight and TMS systems such as Mercury Gate a Plus.

Department: Customer Loyalty

Summary:

This position is primarily responsible for responding to quote requests and determining what is required for Blue-Grace Logistics to handle shipments that fall outside standard LTL movements. The Customer Loyalty Representative handles customer issues and concerns professionally and diplomatically to ensure customer satisfaction.

Responsibilities:

Core duties and responsibilities include the following. Other duties may be assigned.

  • Investigates, opens, and manages customer service Issues.
  • Applies knowledge of relevant modes of transportation to provide effective solutions and client service.
  • Identifies problems early and mitigates risk by proactively acting on sometimes limited information or direction.
  • Establishes relationships with carriers and designs effective solutions to meet clients’ needs
  • Provides support, feedback, guidance, and development to team.
  • Receives and places telephone calls with the expectation of maintaining solid customer and carrier relationships by handling their questions and concerns with speed and professionalism
  • Performs data entry and uses software programs.
  • Uses research skills to trouble shoot customer problems.
  • Responsible for accurate records of all customer and carrier interactions
  • Generates shipment quotes for customers and sets up shipments as requested by customers.
  • Inputs information from a variety of sources into BlueShip, including but not limited to PRO numbers and shipment delays.
  • Preparing invoices, bills and other shipping documents.
  • Follows up with all internal personnel and customers as appropriate to ensure timely and satisfactory resolution for all parties.
  • Communicates with sales representatives and other departments to make them aware of exceptions and issues.
  • Communicates information timely and accurately.
  • Supplying customer service and support to our clients through phone or email conversation.
  • Determining and arranging the best methods of shipment

Competencies:

To perform the job successfully, an individual should demonstrate the following competencies:

  • Analytical – Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.
  • Design – Demonstrates attention to detail.
  • Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations.
  • Technical Skills – Assesses own strengths and weaknesses; Strives to continuously build knowledge and skills.
  • Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
  • Interpersonal Skills – Focuses on solving conflict, not blaming; Listens to others without interrupting; Keeps emotions under control; Remains open to others’ ideas and tries new things.
  • Verbal Communication – Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills.
  • Written Communication – Writes clearly and informatively; Able to read and interpret written information.
  • Teamwork – Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Supports everyone’s efforts to succeed.
  • Change Management – Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results.
  • Quality Management – Demonstrates accuracy and thoroughness.
  • Diversity – Shows respect and sensitivity for cultural differences; Promotes a harassment-free environment.
  • Ethics – Treats people with respect; Keeps commitments; Works with integrity and ethically; Upholds organizational values.
  • Organizational Support – Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization’s goals and values; Supports affirmative action and respects diversity.
  • Judgment – Includes appropriate people in decision-making process; Makes timely decisions.
  • Planning/Organizing – Prioritizes and plans work activities; Uses time efficiently;
  • Professionalism – Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
  • Quality – Demonstrates accuracy and thoroughness; Monitors own work to ensure quality.
  • Quantity – Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
  • Safety and Security – Observes safety and security procedures; Reports potentially unsafe conditions.

To apply, please email your cover letter along with resume to careers@ltlfreightcenter.com