Customer Service Representative

Job Summary of Customer Service Representative:

In charge of addressing customer requirements, handling the paperwork that goes along with the shipment of goods, and conducting additional administrative responsibilities and client service tasks as needed in running the service center.

Responsibilities of Customer Service Representative:

• Perform administrative/clerical functions, including but not limited to, maintaining files, copying, imaging, answering phones, data entry, sorting/ distributing mail and/or packages
• Verify and complete required documentation and reports
• Provide accurate information and assistance to customers, which includes determining pick-up and/or delivery needs, problem resolution, updating systems to meet customer special handling requirements, selling company services and provide potential leads to sales
• Enter freight shipment information into computer system to include, but not limited to, accurately status shipments, generate freight bills and/or correct freight bills, etc.
• Administer freight pick-up process, as required
• Assist customers via phone, e-mail and/or fax in all inquiries, including but not limited to, tracing shipments, rate quotes, tariff discrepancies, billing and/or invoicing questions, etc.
• Make freight delivery appointments, as required
• Review drivers' Hours-of-Service logs to ensure accuracy, as required; report discrepancies to appropriate leadership member
• Assist city operations, including but not limited to, checking-in drivers and processing related documentation, coordinating drop-off situations, coordinating driver collections, etc.
• Communicate with sales, operations and other service centers and/or departments to ensure customer's needs are achieved and all issues are resolved
• Reconcile cash and checks collected, prepare deposits and prepare COD check remittance to customers, as required
• Comply with all applicable laws/regulations, as well as company policies/procedures

Qualification of Customer Service Representative:

• Having a high school diploma or GED is a prerequisite for this position, and applicants are encouraged to possess this qualification
• Having at least one year of exposure in customer service is desirable
• Proficiency in arithmetic, whether calculator-assisted or not, along with the capacity to carry out simple mathematical operations
• Proficiency in understanding the diverse range of FedEx services is crucial in identifying clients' requirements accurately
• Proficient in handling standard office equipment that includes computer, scanner, copier, fax machine, etc
• Proficiency in managing sensitive data is an essential skill in many professions
• Adhering to directions and finishing essential training is a necessary component of success in any environment
• Flexibility to work both independently and as a part of a team is a crucial skill in today's work environment where collaboration and teamwork is prominent

Additional Information:

FedEx Freight upholds non-discriminatory and non-retaliatory policies towards employees or job seekers who may have discussed or divulged information regarding compensation packages. However, for employees with necessary functions who possess confidential information regarding the pay of their colleagues or applicants, the dissemination of such information is prohibited to external parties who are not authorized to see it, except in situations that involve legal claims, inquiries, or compliance obligations.