Customer Service Rep

A. Duie Pyle is the Northeast’s premier integrated supply chain solutions provider ideally equipped in servicing the congested Northeast metropolitan region. Family-owned since 1924 and with over 3,200 employees, A. Duie Pyle provides engineered logistics solutions and consultative services utilizing our vast network of 24 LTL Service Centers, 11 strategically located warehouses, Dedicated fleet operations and specialized truckload services through Pyle Logistics.

Position Description:

• Customer Service is the main point of contact for all customer needs. Customer Service predominantly interacts with customers (both internal and external) via phone, fax and e-mail to provide information in response to inquiries, to resolve issues, and to handle requests.
• Customer Service Representative’s (CSR) must be knowledgeable in all facets of our company to provide world class service to our customers. They interact with people from every department, and it is critical for them to know where to direct a customer when the need arises. CSR’s must handle multiple tasks/assignments at once, be adaptable to change, be flexible to meet business needs, retain a significant amount of information, work well within a team as well as independently and be committed to continuous improvement.
• An ideal CSR candidates consistently goes above and beyond to ensure customer satisfaction. The candidate also demonstrates professionalism, empathy, exceptional listening skills, strong attention to detail, a sense of urgency, strong written and verbal communication skills, a positive attitude, good judgment and problem solving skills, the ability to stay calm under intense pressure and excellent follow-up skills.

Position Responsibilities:

• Schedule pick-ups; trace shipments; provide shipment ETAs, rate quotes and freight charges.
• Coordinate with internal departments as well as partners/delivery agents/brokers/container stations to schedule shipments and handle customer issues.
• Schedule delivery appointments and handle reconsignments.
• Coordinate communication with customers, drivers and A/R regarding Driver Collect and C.O.D. shipments.
• Ensure accurate billing of shipments.
• Compile and deliver custom reports; perform daily audits of reports, etc.
• Use multiple resources to provide proactive care for customers.
• Document all customer interactions for tracking purposes.
• Assist customers with “My Pyle” registration and utilization of our web site.
• Understand and follow all processes and adhere to company policies.
• Meet the standards for all Key Performance Indicators (Call Quality, Process Knowledge Assessment, Adherence to Schedule, “Make Busy” %, Contacts per Hour).
• Participate in on-going training, focus groups, meetings and process improvement initiatives.
• Contribute to the completion of special projects.
• Leadership may assign other duties as necessary.

Position Requirements:

• Customer service experience preferred
• Experience in a fast paced, changing work environment
• Must believe in and support the A. Duie Pyle Core Values
• Basic typing skills
• Knowledge of MS Word, Excel and Outlook
• Experience using the internet
• Must be able to meet both quantitative and qualitative objectives
• Ability to prioritize tasks and meet deadlines independently
• Scheduling flexibility to meet the needs of the business, including early morning hours, evening hours and non-traditional holidays (6:30 AM – 7 PM scheduling flexibility desired)

As an EEO/Affirmative Action Employer all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status

Keywords: Customer Service, Typing, Listening, Customer, Service, CSR, C.S.R., customer service, customer service rep, customer service representative, customer support, customer care, support, care.