Customer Service Coordinator

General Summary   The purpose of the job is to ensure the company’s customers receive excellent service. This may involve answering questions, researching information such as billing or per diem and insuring orders are passed on in a timely manner to dispatch operations. The nature of this job requires an individual who is intelligent, dependable, and detail-oriented. This individual will work closely with billing and operations. This individual must be motivated to meet the goals of the department. "Going the extra mile" is standard practice at the company.     Principal Duties and Responsibilities     · Receive and handle telephone calls and inquiries from customers regarding freight.   Responsible for the timely and accurate input of all orders received manually and via EDI204.   Research and resolve any customer problems.   Daily tracing of all inbound loads arriving at the rail. Proper input of van grounding information inclusive of pick up/release numbers provided by rail carrier and yard locations.   Submit Pre-notes to document control for scanning.   Input of per diem and rail storage last free days.   Notify customers of appointments scheduled beyond the per diem or rail storage last free days and enter accessorial charges in system for reimbursement.   Input notes against all orders to communicate special instructions or problems to dispatch   Verify auto-rating is correct on every order. If auto-rating is not working send proper notification to database manager for corrective action.   Daily appointment setting for all orders.   Manage all customer appointment rescheduling   Run Daily Accessorial Report for location.   Timely communication of accessorial charges to customer. Includes entry of charge into customer’s website where applicable.   Places accessorial charges on hold in Trinium system until authorized.   Daily follow up of charges not authorized.     Communicate denied accessorial charges to Department Manager. Wait for disposition instructions.   Daily input of authorization info into Trinium order records for billing purposes.   Denied accessorial charges confirmed unable to bill, submit to Department Manager for proper deletion of accessorial charge record from system.   Submit Accessorial Authorization Forms to document control for scanning   Receive pre-notification from shipper’s agents regarding trailerloads and enter data into computer.    After notification from rail about trailers, call customers to schedule delivery of freight.   · Other duties assigned by management.   Performance Metrics:   Key Performance Indicator Frequency Metric No orders not input by end of receiving day   0 outstanding orders   Job Specifications   Knowledge of the transportation industry is preferred.    Works under direct supervision.   Interpersonal skills necessary to communicate effectively with both customers and internal personnel.    The ability to work in a fast-paced, driven environment is a necessity. The aptitude to be "quick on your feet" is a must.   Must be career-oriented and hard-working and have excellent recall for past events/situations.   Must be computer literate and have basic to intermediate working knowledge of Microsoft Office Suite programs such as word and excel. In addition, working knowledge of an e-mail system is necessary.     Working Conditions   Fast-paced office environment where there is no physical discomfort due to temperature, dust, noise and the like.  Job Code : CustSvcATL Division/Department : Pacer International Travel Required : None