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    Customer Service Agent - Seattle, United States - DHX - Dependable Hawaiian Express

    DHX - Dependable Hawaiian Express
    DHX - Dependable Hawaiian Express Seattle, United States

    3 weeks ago

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    Description

    **Job Listing: Customer Service Agent**

    Location: Seattle, WA

    Job Category: Administrative Support

    Position Type: Full Time

    FLSA Status: Non-Exempt

    Department: Operations

    Position Description:

    Seattle Customer Service Center Agent

    JOB SUMMARY:

    Responds to customer service and rate quote inquiries in a proactive manner in order to provide the highest level of service, ensuring total customer satisfaction, as well as manning the receiving window and entering bills into the system.

    JOB DUTIES AND GOALS:

    RECEIVING WINDOW / BILLING:

    1) Receive documents at Receiving Window and determine whether they are complete. Incomplete documentation is returned to the delivering person(s) and request made to obtain missing information.

    2) Traces in the system for existing orders on all shipments presented at the Receiving Window.

    3) Updates existing orders and creates new orders information from documents received at Receiving Window.

    4) Places any shipments on hold that are not ok to load (i.e. consolidations, seize freight, etc.).

    5) Confirms destination is correct and routes freight by printing the Routing Instructions.

    6) Rate shipments for billing purposes ensuring that all charges have been properly included and or charged in accordance with any special instructions.

    7) Prepares master bills for those customers requiring multiple shipments to be master billed.

    8) Analyzes the BOL to ensure all purchase orders are entered on the freight bill.

    9) Creates new and updates existing accounts when current information is not found and/or incorrect in billing system.

    CUSTOMER SERVICE

    1) Determines all internal/external customer requests (i.e. billing problems, billing disputes, tracing problems, POD request or other administrative functions) are promptly and properly answered/resolved within 48 hours of receipt.

    2) Inputs bookings when called in from the customer.

    3) Interacts with various departments and locations to ensure that special instructions with respect to a particular account are known and followed.

    4) Investigates problems noted with customers, responds and takes corrective action to avoid similar problems in the future.

    5) Investigates cubing discrepancies and determines who is correct. Forwards the results of any "judgmental" situations with respect to its dock errors or changes for billing purposes to the Corporate Customer Service for review and ultimate resolution.

    6) Follows up on Prepaid in Advance shipments.

    7) Interacts with other offices with respect to customer requests, bill problems and OS&D.

    8) Coordinates pickups with appropriate carrier.

    RATES

    1) Issues quote based on the most competitive rate and shipping information provided at time of quoting.

    2) Rates shipments accurately (100 percent accurate with a 3% variation).

    3) Submits leads to Regional Manager for new accounts.

    4) Review tariffs to gain a familiarity with the tools used for rating.

    5) Informs customer of Company policies prior to closing the call.

    OTHER DUTIES (either performs the following duties as a primary responsibility or as a secondary in the case the primary is absent):

    1) Opens and distributes mail.

    2) Maintains all correspondence and office files.

    3) Prepares invoices for payment and forwards information to corporate office.

    4) Recommends steps to strengthen procedures in any given area when the procedures in effect are noted to be inadequate or weak.

    5) Follow and maintain the Company's Quality Policy and Procedures.

    6) To uphold the Working Hours & Absenteeism policy.

    7) Prepares or audits hazardous declarations.

    8) Reconciles Bookings.

    9) Enhances skill sets or performance through ongoing training.

    We are a drug free work environment.

    COVID-19 viral tests (PCR) with negative results will be required as a pre-employment policy (post-job offer) before entering the worksite.

    We follow a strict COVID protocol. We conduct a temperature check on all employees entering the building. We require face coverings to be worn at all time and routinely clean, disinfect and sanitize communal areas.

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