Job description

Summary

The Operations Customer Service Representative contributes to meeting Langham's goals of exceptional customer service, quality, process improvement, and profitability by assisting customers to control their flow of supply chain raw materials, works-in-progress, and finished goods, and ensuring customers' pickups and deliveries are completed as required. The Operations CSR is ultimately responsible for the outcome of assigned customer accounts, i.e. meeting customer expectations of pick up, delivery, escalation, problem resolution, presentation preparation and quarterly business reviews,

This high-profile position requires effective and proactive daily shipment status communication to customers, understanding customers' challenges, working with Operations Dispatch to address demand shift and capacity constraints. Activities as well as work hours may fluctuate in response to demands and the needs of the Customer Service Department.
NOTE: This position as well as all positions within operations are expected to assist all other functions within operations during times of capacity shortages, business growth or customer peaks in demand.

Evaluation of performance

Performance will be evaluated based on meeting the requirements of the job description; meeting performance metrics and other quality indicators established for this position; working according to
specifications, policies, and standards established by Langham; working effectively in a team environment; and providing a high level of internal and external customer service.

Key outcomes expected

Ensure customers' shipments meet pick-up and delivery expectations according to customer requirements
Manage shipment information in the Transportation System Management database
Troubleshoot and resolve problems with shipments
Respond to e-mails and voice mails on a timely basis
Lead daily morning meetings with other customer service team members
Work directly with Operations Quality Manger with continuous process improvements
QC data integrity prior to report generation for customer presentation
Assist with Quarterly Business Review preparation as well as customer site visits
Work with Project Management team with onboarding new clients as well as assist with special projects
Take incoming customer calls, faxes, e-mails, and web portal entries regarding their shipments and follow through to ensure that shipments are entered into the system. The CSR may be managing call volumes in excess of 150/day and entering shipment requests in excess of 80/day
Efficiently manage and communicate crucial time-sensitive information to freight management carriers and clients
Notify the customer of any issues that may arise during the transportation of their goods, including delays
Provide timely response to customer questions and concerns. Investigate and resolve customer issues and complaints
Manage the customers' suppliers and vendors to ensure they are following all protocol.
Manage weekly account(s) conference calls addressing agenda items set forth by client
Establish and promote a positive relationship with customers to contribute to the continuation of contracts and potential additional sales
Ensure all interactions with customers are handled in a professional and service oriented manner
Explore customer concerns and problems to uncover opportunities for additional sales. Investigate and resolve problems and document actions taken
Ensure all customer contact information is up to date in the company database
Communicate Langham policies and philosophies to gain mutual understanding of expectations
Collaborate with the Langham sales department to communicate status of their customers' shipments to create a message of seamless service
Proactively communicate with the Langham sales department any potential sales leads or problems or issues that arise that could impact the sales relationship
Assist other CSR's in the Operations Department with troubleshooting and resolving problems with carriers and/or customers
Establish and promote positive communication within Langham internal departments to increase collaboration and reduce inefficiencies
Ensure all internal activities performed adhere to Langham quality and process procedures.
Provide courteous, professional service to both internal and external customers.
Present a positive image of Langham to both internal and external customers.

Critical skills, knowledge, and behaviors

Demonstrates effective analytical, problem solving, and decision-making skills (can gather and analyze data and information and draw conclusions).
Demonstrates effective verbal, written, and interpersonal skills. Can effectively communicate with a variety of individuals with diverse backgrounds, education, and economic levels and roles (e.g. ownership, senior management, company employees, customers, etc.).
Demonstrates customer service orientation.
Able to read, interpret, and use forms and other visual instructions in order to perform required work. Proactive in anticipating and alerting others to problems with projects or processes.
High level of detail orientation and accuracy. Takes initiative and needs little supervision.
Able to prioritize, organize tasks and time, and follow up. Performs responsibilities efficiently and timely.
Able to juggle multiple requests and meet multiple deadlines. Works well in a team environment and as part of a team.
Able to negotiate with and influence others. Able to resolve conflicts.
Proficient in basic computer skills, i.e. Microsoft Word, Excel, Power Point, Internet usage (e-mail) and data entry.
Demonstrates proficiency in basic mathematics.

Experience, education, degrees

H.S. diploma, prefer some post-secondary education.
Prefer 3-5 years' experience in the transportation/logistics industry and 3-5 years' experience in a customer service or call center position.

Physical demands

Must be able to work proficiently with computers and other office equipment. Will spend majority of time sitting working on computers and telephones.

Work environment

Work is performed in an office environment.

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