Customer Service Rep - Logistics - Junior

LanceSoft, Inc. is a company providing logistics support, and they are seeking a Junior Customer Service Representative to assist with inbound transportation vendors and carriers. The role involves ensuring effective communication, supporting transportation planning analysts, and performing systems administration duties to address vendor and carrier-related issues.

Responsibilities:

• Provides a high level of service to vendors and carriers. Responds to incoming calls and inquires timely and effectively, maintaining a high level of “on-duty” call time
• Creates cases within Service Now for all incoming calls to use for reporting (reason for call)
• Answers vendor questions relative to routing requests, purchase order start-ship and cancel dates, website specifics, and POE shipments
• Establishes new user profiles, and provides access to the E-Routing website Maintains vendor location codes
• Performs case-by-case analysis of vendor locations database to ensure accurate access for vendors. Ensures accurate provision of user accounts to prevent inadvertent or intentional access to unauthorized data
• Provides support to vendors using FOM (Freight Order Management) and assists vendors to achieve success in E-Routing. Confirm shipping authorization numbers, modifies existing routings, cancels routings already assigned a carrier and verifies carrier pick-up dates for vendors as needed. Analyzes and troubleshoots E-Routing issues
• Performs systems administration duties to support vendor and operational needs
• Educates vendors on the benefits and requirements of using E-Routing. Assists them in initial submission of orders
• Processes vendor code adds for existing vendors
• Supports Associate Planning with carrier performance issues and inquiries. Assist with the proactive management of carrier and vendor performance and problem resolution
• Interacts with Planning Analysts relative to vendor issues on carrier pick-ups and potential service issues. Collaborates for resolution
• Must be flexible to accommodate coverage schedules as is required by the business. May be required to work Holidays when the office is closed

Requirements:

• 2-5 or more years of customer service, supply chain, merchandising/planning, distribution experience
• Outstanding communication skills and phone call etiquette
• Ability to Multitask and work in a fast paced environment
• Ability to confidentially interact with all levels of Management
• Ability to embrace change/changes in priorities
• Display a high degree of personal initiative, accountability, with an emphasis on teamwork and customer focus
• Strong ability to work as part of a team and be receptive to other points of view
• High attention to detail
• Flexible and willingness to work overtime as requested
• Basic knowledge of Microsoft Office (Word, Excel and PowerPoint)
• College Degree
• ServiceNow
• NICE (formerly CXONE)