Date Posted: 10 / 23 / 2020
Requisition Number: 13738
City: Chattanooga
Shift: Weekday - Days
Shift Details: M-F 8-5
Full/Part Time Status: Full Time
State: TN

Customer Experience Support

Description:

Duties & Responsibilities

  • Build loads/set appointments in appropriate program (AS400, XPM, TMW, TMS).  Enter all necessary information to ensure data integrity.
  • Trace and trace for on time pickups and deliveries and update TMW or XPM times/SD comments. Provide discretion in resetting appointments.
  • Set pick-up and delivery appointments with warehouses.
  • Communicate with internal and external groups, especially on high priority loads and customers.
  • Proactively provide tracking updates to customers and warehouses.
  • Prioritize tracking and appointment setting based on time constraints and customer priority. 
  • Conduct customer interactions via email and phone contact.
  • Provide directions for each new customer as they are entered in the system.
  • Build and maintain customer relationships and improve customer retention.
  • Acquire and retain knowledge of each customer’s needs.
  • Assist customer with any special needs (trailer type, bracing, pads, etc.).
  • Effectively monitor all loads assigned.
  • Provide logistics and asset side with all information needed to properly execute logistic plans as determined by the customer to ensure proper customer service is provided.
  • Maintain and further develop customer and warehouse relationships through daily communication.
  • Document all special service requirements of customers and warehouses.
  • Manage all unplanned accessorial charge issues related to the customer and related warehouses.
  • Represent our customer when working with contracted carriers.
  • Act as a representative of all contracted carriers.
  • Identify and communicate ways USX can continuously improve in its operations.
  • Assist in the development of new employees.
  • Execute CXR responsibilities when they are out of the office or unavailable.

Qualifications

Education

  • Associate degree in related field or equivalent experience preferred. Equivalent years of experience are defined as one year of professional experience for each year of college requested.

Experience

  • Sales, Marketing, or Customer Service experience preferred.
  • Experience in the transportation industry a plus.

Skills/Certifications

  • Working knowledge of the USX Operations preferred.
  • Ability to type 25-30 words per minute.
  • Knowledge of AS400, XPM, and Windows based software.
  • Ability to work well under stress and communicate professionally.
  • Excellent written and verbal communication skills
  • Experience working in a deadline driven environment
  • Ability to work in stressful situations
  • Ability to multitask required
  • Attention to detail

Supervisory Responsibility: none

Work Environment: this job operates in a normal professional office environment and routinely uses standard office equipment such as computers, phones, photocopiers and fax machines, and filing cabinets.

Physical Requirements: while performing the duties of this job the employee is regularly required to talk or hear; frequently stands, walks, uses hands to finger, handle or feel; and reaches with hands and arms.