The Customer Service Representative partners daily with the Dispatcher, clients, and employees to achieve results. Primary areas of responsibility include:
Assist Dispatchers and Managers by ensuring orders are built accurately, loads/compliance factors are complete and accurate, and completed runs are closed out immediately.
Serve as first line of contact for driver, customer, and manager questions relating to the movement of freight.
Ensure Drivers have all needed to run safely and legally within State and Federal requirement.
Reporting Structure
The Customer Service Representative will report directly to the Dispatcher. This person is also expected to interface with other management, including the leaders of the different business divisions.
Essential Functions & Major Accountabilities
Builds Truck Orders (TO’s) and works with Dispatchers to move and monitor loads, and answer questions as required.
Ordering and Distribution of Oversize Load Permits
Assists broker with Less-Than-Truckload (LTL) Scheduling and Tracking Shipments.
Leads scanning/imaging process for delivery receipts.
Communicates directly with customers to answer service related questions.
Ensures all necessary permits are known, granted, and accessible; follows through each process for complete accuracy and awareness for all involved.
Assisting Dispatch with all administrative backup; learn key elements of Dispatch and fill in as needed.
Awareness of on-time orders; back-haul percentages; overall effectiveness of Driver efficiency and exceeding customer expectations.
Requirements – Knowledge, Skills & Accountabilities
General knowledge of freight and logistics; ability to build and manage logistics load for accuracy and compliance while meeting customer expectations (on-time delivery) and Driver efficiency (back-haul opportunities).
Must be an analytical minded individual with attention to detail.
Ability to multitask, support projects, and meet deadlines while keeping a solution focused mindset.
Must demonstrate a sense of urgency and ownership to drive projects to completion.
Must be a positive minded individual with problem solving ability.
Excellent professional communication and demeanor required with the ability to manger Driver and customer relationships via phone.
Demonstrated tenacity and an energized approach, building confidence between the Dispatcher, Driver, and the customer.
Education/Experience Requirements
High school diploma or equivalent required.
Associate’s Degree or related work experience is highly preferential.
Highly organized with strong attention to detail and follow through skills.
Ability to operate effectively in a dynamic, fast-paced, and results-oriented environment, and be flexible/adaptable to change.
Excellent computer skills essential for success in this role with demonstrated ability to create/manage information within Microsoft Suite (Word, Excel, etc.).
Experience utilizing TMW system to log/manage loads from origin to destination.
Benefits
Employee Owned Business offering Stock Ownership
Competitive salary
Medical, dental, life, and disability insurance
401k retirement savings plan
Extensive wellness program with annual flexible spending account reimbursement opportunities
Vacation and Holiday Pay available following 90-days of employment
Lawrence Companies is an Equal Opportunity Employer: Minority/Female/Veteran/Disabled
If you need an accommodation to complete a job application with Lawrence Companies, please contact us at: 540-966-4511 or hr@lawrencecompanies.com.