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Planner/Customer Service Representative

Company: Swift Refrigerated
Location: Fontana
Posted on: June 6, 2021

Job Description:

Primary Purpose and Essential Functions: Manages and performs Customer Service functions regarding a specific or assigned number or assigned customers which could include regional, dedicated or National Accounts. Will work in conjunction with other internal departments to achieve territorial balance of capacity and freight while achieving high service levels. Provide direction regarding customer needs and requirements and capacity.

  • Manage and solicit business from a specific or assigned number of customers by using daily available capacity.
  • Serve as an extension of Sales to expand business revenue by exploring all dedicated, rail and logistics opportunities with Customers.
  • Ability to set priorities and to communicate to areas involving changes that could affect daily operations.
  • Serve as Customer's first line of communication and refer Customer to the proper departments if/when necessary (i.e. Pricing, claims, etc.).
  • Maintains knowledge of customer contractual requirements relative to trailer pools in order to keep turns at the level set to gain optimum utilization of company equipment.
  • Responsible for monitoring and tracing loads so that follow up can be made to Customers regarding late pickups and or deliveries; as well as any other changes that may occur. Resolve load target and ensure on time delivery.
  • Responsible for managing and clearing assigned user discrepancy queue to expedite the billing process.
  • Responsible for managing service issues by researching and coding all applicable service failures in the system to support accurate service reporting.
  • Responsible for managing EDI related requirements regarding 214 Status releasing or other similar electronic transmissions as required by Customer.
  • Assist in collecting and maintaining current Customer information in the system.
  • Communicate service problems, turned down freight, and new business opportunities to Sales.
  • Determine balance, capacity, and demand of loads and trucks.
  • Communicate with Terminal and Driver managers regarding Driver needs. Work with Planning Directors, if applicable, on customer trailer issues, including detention monitoring.
  • Work directly with Sales Managers on customer needs and requirements.
  • Monitor service failures with the CSR group.
  • Skills: Ability to manage others, knowledge of the transportation industry preferred, ability to communicate well with others, ability to transfer knowledge, above average writing skills and organizational skills, professional appearance, ability to take direction from managers and detail oriented, ability to solve problems and work in high pressure situations, and computer based keyboard skills. working knowledge of PC and AS400, Excel, Word, ability to work in a fast-paced team environment, excellent time management skills. Ability to manage various large accounts and activities, and self motivated.
  • Education: Associates degree or equivalent combination of education and/or experience required.
  • Experience Required: Two years of Operations or Customer service experience required. Experience may vary to require Flatbed, Container, Dedicated Operational or Intermodal experience based on the customer accounts.

Keywords: Swift Refrigerated, Fontana , Planner/Customer Service Representative, Other , Fontana, California

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