Customer Service Rep

Reports To:  Manager Customer Service and Implementation

Essential Duties and Responsibilities:

  • Coordinate with all departments to insure all accounts have a smooth transition to OSM OPS, Transportation, Billing, IT, Sales
  • Assist with coordinating a conference call prior to any account starting; involving the appropriate individuals to secure a long term partnership with ABC Company and OSM.
  • Take in-coming inquiries and tracking requests
  • Fill out New Account Check List and get final sign off from management
  • Check references and do D&B look ups for larger accounts.
  • Trouble shoot with any account that is undergoing problems and help resolve issues to make them a happy customer again.
  • Communicate any changes, prior to 1st pick up, to key managers in the following departments: OPS, Transportation, Billing, IT and Sales
  • Assist with client collections when necessary and send out statements as asked.
  • Communicate with Sales reps to make sure we stay in front of our large clients.
  • Maintain and update customer database
  • Run reports to monitor transit times
  • Assist with Operations complaints in regards to clients that require additional processing time, or cost more to maintain.
  • Assist Accounting with processing questions, customer complaints, and discrepancies.
  • Check all incoming pricing requests, and enter into Manifest, update group daily.
  • Be Communication liaison between Customer and IT
  • Notify Customers when files are missing, or packages cannot be processed.
  • Assist in Looking into Accounts whose margins are low, or negative for accounting and evaluate the cost distribution.
  • Issue MID agreements for clients who are using OSM MID.
  • Manage all projects, and ensure they run smooth.
  • Manage Batch printing projects.
  • Assist Marketing with Marketing Projects.
  • Completely set up customers in web based OSMART, OSMART application, and QuickBooks.
  • Load all rates in OSMART, new customers, projects, etc.

COMPETENCIES:

  • Needs to have the ability to establish rapport with people from all walks of life; wear different hats based on each client’s needs
  • Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develop alternative solutions; uses reason even when dealing with emotional topics
  • Quality Management - Look for ways to improve and promote quality; pays special attention to detail to demonstrate accuracy and thoroughness; monitor own work to ensure quality
  • Professionalism - Approaches others in a tactful manner; react well under pressure; treat with respect and consideration regardless of their status or position; accept responsibility for own actions; follow through on commitment.
  • Adaptability - Adapts to changes in the work environment; change approach or method to best fit the situation; able to deal with frequent change, delays or unexpected events.
  • Innovation - Displays original thinking and creativity; meet challenges with resourcefulness; generate suggestions for improving work

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE:

High School Diploma- College highly preferred

LANGUAGE SKILLS:

The ability to read and write English: above average telephone skills and the ability to communicate clearly and professionally.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply and divide.

COMPUTER SKILLS:

Applicant must display proficiency with computers. Need knowledge of Microsoft Office, Microsoft Outlook, Excel and PowerPoint.