Job Description

JOB TITLE: Customer Service Agent

SPANISH REQUIRED

DEPARTMENT: Customer Service

REPORTS TO: Vice President of Operations

JOB STATUS (FLSA): Non-Exempt – Full Time

LOCATION: Houston, TX

POSITION SUMMARY:

The Customer Service Agent is primarily responsible for handling all customer requests such as rate quotes, proof of delivery, tracking, and customer complaints. This position will be assisting sales efforts by working with inside sales team and manager with any request by performing the following duties.

DUTIES AND RESPONSIBILITIES:

• Answers customer phone calls and emails.
• Provides customer with rate quotes.
• Reviews rate quote board for incomplete rate quotes.
• Follows up on rate quotes with customers.
• Notifies customers of shipment delays.
• Provides customers with shipments updates.
• Provides customer with Proof of Delivery (POD) and backup information.
• Enters and confirms pick-ups.
• Dispatches pick-ups.
• Prepares revenue adjustments when needed.
• Enters new accounts in Trans Soft.
• Follows up on daily call list.
• Follows up on weight discrepancies with customers.
• Files customer complaints through the Sterling Transportation (STI) process.
• Follows up on cargo not booked from previous day.
• Cultivates positive and enduring relationship with customer and vendors.

KNOWLEDGE, SKILLS, AND ABILITIES

• Customer Success Mentality
• Superior leadership, management, and interpersonal skills
• Excellent oral and written communication skills
• Sound business judgment, quantitative, analytical, and problem-solving skills
• Strong work ethic, characterized by initiative, drive, and goal orientation

QUALIFICATIONS:

• 2 to 5 years plus of experience in a related high-volume customer service and/or freight forwarding environment
• Spanish (REQUIRED)

JOB REQUIREMENTS:

• Clear and conceptual thinking ability is a plus.
• Excellent judgment and discretion; ability to handle multiple priorities simultaneously, meet deadlines, and handle work-related stress is required.
• Friendly, courteous, service-oriented, professional, outgoing, and customer service oriented.
• Remain calm and professional in stressful situations.
• Detail-oriented and work effectively under pressure while meeting all applicable deadlines.
• Must be able to work independently and productively with minimum supervision.
• Recognize problems, identify possible causes and resolve routine problems.
• Ability to establish and maintain professional atmosphere for employees, clients and customers.
• Must have an energetic, enthusiastic, and positive attitude.

Company Description

Sterling Transportation is recognized by our customers for our consistency, reliability and flexibility. Passion, Professionalism, Personality and Purpose are what drive us to provide quality and peace of mind to our customers, employees and vendors. We believe in the value of relationships.