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Traffic Intermodal Customer Service

Company: Norton Lilly International
Location: Jacksonville
Posted on: November 19, 2021

Job Description:

The Traffic Intermodal Customer Service Representative (CSR) will be responsible for the provision of professional, quality customer service through effective use of organizational and managerial skills, sales and product knowledge, administration and operations, and human resource management skills. The primary focus is to ensure the efficient operation of the inside sales branch through effective management techniques and the motivation, training and development of subordinates. The CSR contributes to the profitability of the organization by establishing a highly successful and efficient sales and service environment. This individual is the product and service champion ensuring all front-line staff members have the product knowledge required to match identified client needs and generate quality referrals.Specific Essential Job Duties:

  • Ensure availability and response to phone inquiries from all internal and external customers in a courteous and professional manner.
  • Bid out and quote on new merchants haulage business as requested by SEL.
  • Monitor other customer entry points (i.e. Outlook, Fax) for customer inquiries and respond within agreed upon deadlines with all relevant information.
  • Serve as a liaison for our customers, including truckers, to other related entities such as terminals, other Service Center, and Sales offices.
  • Monitor and verify cargo movements and gate receipts.
  • Liaise with US agents, original office and Consignee.
  • Process invoices and create third party invoices as necessary.
  • Maintains contact with internal and external customers and shipment stakeholders.
  • Understands and maintains customer profiles.
  • Coordinate auto appointments and barge coordination.
  • Maintains accurate, timely, and thorough records in proprietary database.
  • Manage Exceptions and reviews database for errors and correct.
  • Performs routine data entry. This includes entering new orders and shipment information into computerized tracking systems and traces shipments with steamship lines, trucking vendors, railroads, and other suppliers and updates information into operations systems.
  • Troubleshoots and resolves exceptions and responds to escalation of service requests.
  • Ensures customer satisfaction at all times.
  • Provides input to team leader and group manager on departmental initiatives and process improvements projects.
  • Performs typing, faxing, mail distribution, phone messaging, and other office related duties as required.
  • Scans and separates documents in Document Management System.
  • Update schedule, logs and tasks daily.
  • Updates other all operating systems as required (including QA and User Acceptance Testing).
  • All other duties as assigned by management.Requirements:
    • High school diploma or equivalent and some college-level math or accounting courses required
    • One (1) year of experience with increasing responsibilities in a similar or related industry
    • Position requires a high degree of problem-solving capability and a component of customer service.
    • Basic MS Office (Word, Excel, Outlook) required, Advanced MS Office (SharePoint, Access, Outlook) preferred
    • Communicates clearly with excellent verbal, written and listening skills
    • Ability to work as an individual contributor or as a valued participant in a team-based environment
    • Demonstrated ability to maintain confidentiality, with tact and discretion
    • Positive, courteous, and customer service focused
    • Strong attention to detail with a high degree of accuracy with data entry
    • Self-motivated, and able to work under pressure with minimal supervision
    • Aptitude to become proficient with company computerized tracking systems within a short amount of time
    • Good problem-solving skills
    • Good organization skills.
    • Promotes best practices
    • 10 key by touch
    • Typing speed of 30 (minimum)
    • Not all aspects of the job are covered by the descriptions, other duties may be required
    • Position may change as the industry and technology evolvesWorking Conditions:General office setting, typically the employee may sit comfortably to perform the work, usually at a computer terminal with short breaks or lunch period. However, there may be some bending/stooping, reaching above shoulder level, walking; standing; carrying of light items such as papers, books or packages of up to 25 pounds. Should be able to hear and speak clearly using phone/headset to communicate with customers; be able to navigate, view and enter information into the computer.

Keywords: Norton Lilly International, Jacksonville , Traffic Intermodal Customer Service, Hospitality & Tourism , Jacksonville, Florida

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