Customer Service Representative

TRAC Intermodal

Florence, KY

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JOB DETAILS

SKILLS

Communication Skills, Computer Programming, Customer Experience, Customer Relations, Customer Retention/Renewal, Customer Satisfaction, Customer Support/Service, Customer/Client Research, Develop and Maintain Customers, Establish Priorities, High School Diploma, Microsoft Office, Operational Improvement, Physical Demands, Policy Development, Problem Solving Skills, Procedure Development, Sales, Salesforce.com, Vehicle Fleets

LOCATION

Florence, KY

POSTED

Today

JOB SUMMARY: To build and maintain relationships with all customer through continual communication and resolution of issues. To use customer and company interactions to identify potential changes and improvements that can lead to increased customer satisfaction.DUTIES AND RESPONSIBILITIES:* Account Retention and Maintenance* Respond to customer (internal and external) group e-mails* Establish profile and guidelines for new customers* Coordinate and assist other departments with implementation of new and revised account guidelines* Manage customer issues and disputes to ensure customer satisfaction* Manage customer profiles to ensure accuracy and understanding* Maintenance of Customer Information (Logs and other various customer information)* Reporting (various companies have specific reports to manage for specific to said company)* Dispute resolution* Mange and resolve all customer disputes and/or complaints through Salesforce, internally* Maintain accurate log of disputed repairs; concessions* Prioritize disputes based on age and customer requirements* Assist in establishing dispute policies and procedures* Customer Issue Prevention and Customer Satisfaction* Inter-departmental communication to work towards customer satisfaction and improved operations, not including time waiting on customer, vendor, or internal contact* Suggest procedure changes, computer programming, and training ideas to minimize disputes and contribute to a better customer experience* Identify common complaints and problems and work towards preventative measures* General Assistance of the Sales Team* Assist sales team in duties above and beyond items listed above, based on seasonal or specific need* Willingness to assist in duties outside of the general scopePOSITION REQUIREMENTS (Knowledge, skills, abilities):1. Excellent customer service skills2. Excellent communication skills3. Basic familiarity with MS Office applications4. Familiar with working on a PCQUALITY STANDARDS:1. Respond to all correspondence within 2 days2. Dispute resolution goal is 2 business daysEDUCATION AND EXPERIENCE REQUIRED:* High school diploma* Experience in transportation industry maintenance required* FYX Fleet dispatch experience preferredPHYSICAL DEMANDS* No extraordinary physical demands are placed on individuals performing this job* Sitting for a majority of the day while on telephoneWORK ENVIRONMENT* Climate controlled office environment

About the Company

TRAC Intermodal

Trac Intermodal
TRAC Intermodal is North America’s leading intermodal equipment provider and chassis pool manager serving domestic and international shippers. The company's operations include long-term leasing and short-term rentals of the approximately 272,000 chassis in our fleet. We also provide pool/fleet management services and are a leader in providing chassis solutions to the intermodal industry that are designed to increase supply chain efficiency, control costs and promote safety.

Our Mission
TRAC’s mission is to create value to our customers by providing the best intermodal chassis products, at the right time and at the right place. We accomplish this by:

Respecting and understanding our customers, partners and colleagues
Fostering a culture of teamwork, accountability, integrity and innovation
Operating in the most cost-efficient manner
Promoting safety

The Essentials
We are North America’s leading intermodal equipment provider and chassis pool manager servicing domestic and international shippers.

Largest Fleet of Chassis in North America – Over 309,000 chassis under management; with 202,000 in the marine segment, 75,000 in the domestic segment and 32,000 in inventory.
Broad National Footprint –563 marine pool locations, 152 domestic pool locations, and 61 Depots.
Market Share Leader –Over 37 percent of the marine and domestic chassis market in North America.
Extensive Pool Management– Ten neutral marine pools and North America’s only national domestic pool.
Best-In-Class Technology Platform – PoolStat provides chassis tracking and billing in neutral pools and is a central operating database.
Experienced Management Team –More than 135 total years of experience. Past senior management employment includes FedEx, CSX, Deutsche Post DHL, Pacer, and Transamerica.
Satisfies Customer Needs– High quality, road-able chassis in the right place at the right time. Delivers new products that meet customer needs.

Our Core Values
At TRAC Intermodal, we encourage and emphasize company-wide core values that include:

Customer-centric
High service quality
Safety-driven
High sense of urgency
Nimble
Respectful
Does what’s right

COMPANY SIZE

500 to 999 employees

INDUSTRY

Transportation and Warehousing

FOUNDED

1968

WEBSITE

https://www.tracintermodal.com/

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