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Customer Service Rep III - Full Time

Company: Ward Transport & Logistics
Location: Altoona
Posted on: November 16, 2022

Job Description:

Job Title: Customer Service Rep III - Full Time Advertising Title: Req #: 11612 Company: Ward Transport & Logistics Corp Job Code: CSH Location: Altoona Employment Status: Full Time City: Altoona Area of Interest: Administrative Support State: PA Rate of Pay: Competitive Hourly Rate and Benefits Package

Job Description

JOB TITLE: General OfficeCustomer Service Representative Level III

REPORTS TO: Call Center Service Manager

OVERVIEW OF ROLE: The General OfficeCall Center Service Representative Level III ensures the customer is always serviced first and receives the type of attention that makes them want to do business with Ward. She/he grows our business through customer retention while balancing costs by performing clerical duties efficiently and also supports operations and sales in accordance with the corporate Desired State.


* Answer telephones in accordance with Ward standards. Heavy telephone work

averaging 70-80 Incoming calls a day.

* Serve customers by coordinating problem resolution between customers, Territory

Sales Managers, Corporate Account Executive and Operations personnel.

* Process customer requests for pickups, tracing and document request with in the

Call Center Standard.

* Manage customer problems within the resolution database by working with O S & D

and Service Center Personal to resolve and satisfy the customer.

* Coordinate problem resolution on shipment that are serviced within our Ward

Extended Network in a timely manner.

* Required to meet deadlines and problem solving with little or no directions.
* Act as the one-stop customer contact for a Territory Sales Managers assigned by the

Customer Service Manager. Support a Corporate Account Executive by daily

monitor/trace accounts as assigned by the Customer Service Supervisor. Regular

communication with Territory Sales Manager and Corporate Account Executive and /

or customer as required.

* Strong understanding of Ward specific rules tariff as well as customer specific tariffs.
* Proficient in rate quotes with strong understanding of our minimum density and

lineal foot rule.

* Accurately utilize our GPS Cheetah software to notify customers regarding their pick

and delivery status failures. Communication on a daily basis with assigned service

center dispatchers.

* Must participate in Ward Assured department program to meet monthly goal.
* Accessorial accumulation must be performed on a daily basis to meet the Customer

Service Department goals.

* Provide internal customer service to personnel from other departments and service

center locations.

* Demonstrate personal reliability by consistently meeting attendance / punctuality


* Support teamwork by cooperating with others and willingly putting forth effort to

achieve Company goals. Establish and maintain good working relationship with

other team members.

* Fully support all technologies and processes, introduced by Ward, that are intended

to improve efficiencies and/or the customer experience. Support would include

adherence to training programs, guidelines and processes associated with these


Job Requirements:


* Must have completed Customer Service Level I and and Level II and completed two

months of training with the support of the Team Lead at Level III.

* Must have performed duties accurately and proficiently for 12 months after the initial

Level III training period to be eligible.

* Must be extremely customer focused with good people skills.
* Must have excellent communication skills and telephone etiquette.
* Must have previous clerical experience in a business atmosphere.
* Must have proficient data entry skills with high attention to detail.
* Previous experience in the motor carrier industry is desirable.
* Ability to work required hours (night shift, overtime if applicable) and travel if necessary.

This job description does not necessarily represent an exhaustive list of responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this is intended to be an accurate reflection of the job, management reserves the right to revise the job or to require that other or different tasks be performed as circumstances change.

Keywords: Ward Transport & Logistics, Altoona , Customer Service Rep III - Full Time, Other , Altoona, Pennsylvania

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