Experience:
1-3 years of experience
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Employment Type:
Full time
Posted:
4/13/2017
Job Category:
Customer Service
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Customer Service Rep (3rd Shift)
XPO Logistics | Dublin, Ohio
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Job Description

XPO provides cutting-edge supply chain solutions to the world's most successful companies, including Boeing, Home Depot, Ikea, L'Oréal and many others. We're growing worldwide. And we're constantly looking for talented individuals at all levels who can deliver the caliber of service our customers require. If you're ready to give us your best, let's talk. We'd like to invest in you. (NYSE: XPO)

GENERAL DESCRIPTION:  Central point of contact for assigned customers and/or accounts.  Identifies orders that are in jeopardy of falling outside of the planned events; oversees the service recovery process to ensure the expectations of the customer are met.  Builds customer relationships with pro-active communication of service exceptions, problem resolution and positive customer facing interactions to facilitate account growth.  

 

This role is for 3rd shift: Hours are typically 11pm-7am. 

 

ESSENTIAL JOB FUNCTIONS:

Is the internal ‘Voice of the Customer’ and acts as a champion on behalf of the customer in order to fulfill, meet and exceed their expectations.

 

  • Analyze incoming orders to determine if the team can handle the incoming order under quoted constraints of customer agreement and offers alternatives
  • Communicates proactively with Customers and Management regarding orders in jeopardy, service exceptions, accessorial charges being incurred and general account issues
  • Maintains, updates and utilizes and account profiles to ensure that the requirements are documented and is an accurate representation of the customer’s service expectations, processes and measurements.
  • Support and participate in continuous improvement to drive on-time performance, manage customer expectations and improve customer satisfaction and growth opportunities. 
  • Establishes a plan to align service partners for success in execution.
  • Receives, verifies, and enters incoming orders via fax, phone, email, customer web or EDI. 
  • Understands how the pricing was presented to the customer and the boundaries of planned revenue versus moving a load with adverse costs. Understands transit parameters and associated pricing options to offer alternative solutions if required.
  • Reviews available capacity within the shipping region (if known) and schedules pickup appointments within predefined guidelines. 
  • Proactively identifies Orders in Jeopardy of falling outside planned events.  Escalates issues as appropriate and notifies the customer of orders that are in jeopardy of meeting expectations, incurring accessorial costs and offers alternative solutions and/or corrective action plans. Coordinates requests for service recovery, diversions and special handling. 
  • Maintains accurate and detailed documentation and notes within the order to record chronological events, conversations with customers and internal service partners as well as notification of accessorial charges to the customer.
  • Monitors equipment to ensure equipment is loaded or released empty and terminated in a timely manner.  
  • Runs daily, weekly and monthly customer reports.  Inspects and analyzes the data for accuracy and forwards to the customers in a timely manner

 

EDUCATION/EXPERIENCE:

  • Minimum Required Education: High School Diploma, Bachelor's degree preferred.
  • Minimum Required Experience: 2 years of experience in Transportation or Customer Service.
  • Intermediate Microsoft Office skills, including Excel and PowerPoint.
  • Strong time management skills and the ability to balance multiple priorities and meet deadlines.
  • Be able to communicate clearly and precisely, both orally and in writing.

 

WORK ENVIRONMENT & PHYSICAL DEMANDS- The Work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

We are proud to be an Equal Opportunity/Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, sex, disability, veteran, or other protected status.

About XPO Logistics

XPO Logistics is a top ten global provider of transportation and logistics solutions. We provide services for truck brokerage and transportation, less-than-truckload, intermodal, highly-engineered supply chain solutions, contract logistics, last mile, expedite, global forwarding and managed transportation. XPO serves more than 50,000 customers with a highly integrated network of 1,469 locations in 32 countries. The bedrock of our company is our people: more than 84,000 employees operating as one cohesive organization with a single-minded focus on customer service. Many of the customers we serve are in the manufacturing, retail, e-commerce, industrial, technology, aerospace, chemical, life sciences and government sectors. You'll find that we're passionate about helping our customers operate their supply chains more effectively. Equally important are our qualitative resources: our zero-failure mentality, our deep experience in every service we offer, and our ability to provide integrated, end-to-end supply chain solutions to large accounts.

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