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Customer Service Representative

at Landair

Posted: 5/23/2019
Job Reference #: 1858
Keywords: phone

Job Description

  • Job ID
    Regular Full-Time
  • Overview

    The Customer Service Representative (CSR) is responsible for managing the relationship and daily work-flow for Landair’s managed transportation customers, growing relationships and managing service to achieve account growth objectives. The CSR will efficiently manage and coordinate; 1) system work-flow, 2) accuracy of information entered into the system, 3) service performance levels, improving quality of service, 4) strengthen relationships with customers, 5) proactively communicate issues with customers, 6) communicate with providers and manage expectations.


    Position Responsibilities:

    System Work-flow/ Information Accuracy

    • Execute process flow through transportation management system
    • Continuously increase efficiency of process
    • Handle exceptions promptly and accurately

    Service Performance

    • Track freight and inform customers real time when issues arise
    • Know and understand service expectation for each individual customer
    • Manage or exceed service expectations for each individual customer

    Customer Relationships

    • Gain knowledge of the customer lanes and habits so that we can use that information to meet our company objectives.
    • Achieve service and performance goals to allow for account growth
    • Build working relationships with all customer points of contact


    • Face to face meeting with customer contacts if needed
    • Proactively communicate all issues and potential problems with a shipment to customer and figure out a quick recovery plan
    • Get to know key customer contact on a personal level to better position Landair for freight opportunities

    Managing Expectations

    • Input loads accurately with all pertinent information set forth by both our customers and accounts receivable departments
    • Update and maintain all customer books so that in your absence anyone can manage your customers seamlessly


    Essential Skills and Experience:

    • Bachelor’s degree in business, logistics, transportation or a related field preferred. Equivalent work experience may be considered
    • Knowledge or be ability to learn AS-400 Operating System
    • Previous dispatching experience a plus but not required
    • Good communications skills
    • Typing and computer skills
    • Ability to manage priorities and multitask
    • Personable, ability to communicate with people at all levels
    • Ambitious, self-motivated, ability to work without supervision
    • Interested in achieving company goals
    • Ability to work in a fast-paced environment
    • Strong time management and planning skills, organizational skills and attention to detail
    • Excellent written and verbal communication skills with ability to demonstrate good phone etiquette
    • Strong customer service skills, problem solving capabilities and ability to multi-task
    • Knowledge of freight / transportation industry preferredPC skills with working knowledge of MS Office products, load boards and Transportation Management System

    Landair is an Equal Opportunity Employer


    VEVRAA Federal Contractor