Bison Transport USA is looking for a Customer Service Representative to add to their team.

The Customer Service Representative (CSR) is accountable for the company’s relationship with the clients that he or she has been assigned. The CSR is the main contact in dealing with the coordination of freight and truck movement in a particular region. This would include many facets of the interface including guaranteeing quality of order entry and appointment making, relationship establishment and development, issue resolution and business level monitoring. In the most general sense, the CSR would be responsible for maintaining an exceptional contact with the client’s needs.

Key Responsibilities

Day to Day Customer Contact:

• The CSR will be a single point of contact between their assigned customer(s) and Bison USA – ensuring that the customer’s needs are properly understood and served.
• The communication between the CSR and the customer includes (but not limited to): order acceptance, tracing, claim awareness/facilitation, cost recovery, trailer pool management, solving ad-hoc request and updating internal and external persons with required information. Through effective communication, the CSR will ensure that the customer understands their own needs and that they receive a consistent of service delivery- thereby adding value to their relationship with Bison USA.

Operations Responsibilities:

• The CSR should aid in the translation of customer needs into positive action by the company. The CSR must work with planning personnel to ensure maximum equipment utilization while maintaining targeted customer service levels.
• The CSR is responsible to work with their clients along with the corresponding shippers and consignees to manage scheduling in order to meet the needs of the customer as well as Bison USA’s operation.
• The CSR should ensure Bison USA has access to as much business as required for maximum utilization, by working proactively with their clients. The CSR has the opportunity to affect the quantity and quality of business Bison USA does for a particular client.

Relationship Building:

• The CSR will be responsible for fostering a strong relationship with all client personnel who require day-to-day service form our company.

Level of Service:

• The CSR must know the level of service that their client requires on any single shipment, and for their business overall. This level of service may regularly have to be reported to internal and external clients.
• The CSR is responsible for “highlighting” significant level of service issues and initiating the necessary corrective action.

Order Entry/Order Acceptance:

• The CSR is accountable to enter designated orders for the assigned region, confirming all details are updated and the orders are complete for dispatch with all necessary information.
• The CSR is to accept customer orders.

Tracing:

• The CSR is responsible for updating customers on status of shipments as requested and producing and distributing regular reports of status for selected accounts.
• In direction from the planning team, the CSR must communicate with customers to confirm when shipments are ready, scheduled to deliver, ETA of truck, etc.

Appointment Making:

• The CSR is accountable to ensure all shipping and delivery appointments are secured and updated in the system within the prescribed lead time.
• The CSR must build relationships with shippers and consignees in order to manage appointment scheduling that meet the needs of the customer as well as Bison USA’s operation.

Other:

• The CSR must be available to handle customer inquiries off the general queue in a pleasant and efficient manner.
• Engage in other projects and activities as necessary to the position and as assigned by your supervisor.
• Participate in and contribute to all other tasks and initiatives as is necessary and as it relates to the goals of the company. i.e. Committees, work and focus groups.

Reqiured Skills

• Excellent verbal and written communication skills
• Excellent problem-solving skills
• Excellent organizational skills
• Strong attention to detail
• Strong PC skills – Windows, MS Office Suite
• Ability to work in a multi-task environment
• Strong interpersonal skills
• Demonstrated professionalism in all aspects of service provision to all organizational levels
• Conflict Resolution