Customer Manager - After Hours

US-UT-Salt Lake City
Job ID
2018-4376
# Positions
2
Category
Customer Service/Support

Overview

C.R. England is a stable, financially sound company with opportunity for growth within the company.  As a 90-year leader in transportation, C.R. England is interested in hiring an After Hours Customer Manager.

 

Schedule:

 

Thursday - Monday 0700-1600

 

 

 

Responsibilities

  • Position Responsibilities:

    Position will be maintaining superior customer service information to customers through phone, e-mail support and load tracking activities.

     

    • Responsible for tracking on-time delivery of customer shipments.
    • Communicate late loads and delays, to the Standard Operation Procedure (SOP) and re-code the loads as necessary.
    • Determining and coordinating new or early appointments if when and where possible when requested by driver or due to driver failure or Hours of Service (HOS) issues.
    • Reverse swaps that have been found through tracking that will not service on time.
    • Communicate overweight loads to Standard Operating Procedure (SOP) if needed.
    • Be accessible to Driver Manager’s for load information and driver guidance on pressing issues.
    • Identify loads needing repowered for service and work on swaps for service of those loads.
    • Place loads needing swap on the swap board and notify Driver Manager.
    • Identify drivers that are shut down on team speed loads and drivers shut down with Hours of Service (HOS) to service a load.
    • Identify and communicate any Kid Glove Account issues to supervisor by 2000.
    • Using the VIP Tracking screen identify uncovered loads and communicate as necessary.
    • Answer inbound customer calls.
    • Calling shippers/receivers, when necessary for load information, etc.
    • Multi-tasking
    • This job is highly demanding and requires patience and professionalism.
    • Adaptable in a flexible environment

Qualifications

This job is highly demanding and requires patience and professionalism. Experience in the transportation industry is preferred. Knowledge of AS400 IT systems, TMW, Microsoft Office and related tools are all preferred.

 

A four-year degree or direct experience is preferred. 

  • Direct Account Management and Account Development with day-to-day operations experience preferred.
  • Strong, results driven work ethic.
  • Excellent phone / computer skills
  • Motivated to work in a fast paced environment.
  • Very dependable and takes ownership of work processes
  • Adaptable in a flexible environment. 
  • Assertive and competitive
  • Knowledge of AS400 systems, TMW, Microsoft Office, and related tools are all preferred.

Knowledge:                 

  • Transportation experience strongly preferred
  • Basic understanding of Microsoft Excel, Word, Power point, and Outlook
  • AS400 and TMW familiarity preferred
  • Bilingual a plus

Abilities:                      

  • Ability to de-escalate upset customers, understanding the process of Listening, Showing Empathy, Offering Solutions, and Closure
  • Ability to communicate in detail and ability to recognize what detail is important to each specific customer needs.
  • Ability to prioritize and multi-task to handle several issues at once.
  • Ability to research quickly and accurately to extract critical information to relay to customers

Prior transportation experience is a plus. 

 

C.R. England offers a competitive benefits package that includes, medical, dental, life, vision, vacation, and 401K.

 

The C.R. England Salt Lake campus has an on-site gym, company sponsored massage therapist, medical clinic, chiropractor, a US Bank branch, barbershop, and an on-site vehicle-leasing program available for all employees.

 

C.R. England has grown 100% in the last ten years and seeks to continue its exciting success. We have 5 schools across the nation with plans for further school growth in the near future. Our outstanding growth represents tremendous opportunity for those interested in leadership and management careers. Our hiring process focuses greatly on those interested in long-term career possibilities and encourages career-minded individuals to apply.

 

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