**This position requires experience in 3PL transportation operations.
**THIS IS AN ONSITE POSITION, MONDAY-FRIDAY, 1ST SHIFT HOURS**
The Logistics Customer Service Representative assists our customers with the control of their flow of supply chain raw materials, works-in-progress, and finished goods, while ensuring customers’ pickups and deliveries are completed as required. The Logistics CSR is ultimately responsible for the outcome of assigned customer accounts, i.e. meeting customer expectations of pick up, delivery, escalation, problem resolution, presentation preparation and quarterly business reviews, This high-profile position requires effective and proactive daily shipment status communication to customers, understanding customers’ challenges, working with Transportation Operations Dispatch to address demand shift and capacity constraints. Activities as well as work hours may fluctuate in response to demands and the needs of the Customer Service Department.
Key Outcomes Expected
Customer Service
- Ensure customer shipments align with pick-up and delivery expectations as per customer requirements.
- Maintain shipment data within the Transportation System Management database.
- Inform customers of any transportation issues, including delays.
- Respond promptly to customer inquiries and concerns; investigate and resolve complaints.
- Aid in preparing Quarterly Business Reviews and customer site visits.
- Collaborate with the Project Management team to onboard new clients and assist with special projects.
- Foster and enhance positive customer relationships to ensure contract renewal and potential for additional sales.
- Represent Langham positively to all internal and external customers.
Communication
- Handle incoming customer calls, faxes, emails, and web portal inquiries about shipments, ensuring they are logged into the system.
- The CSR may handle over 20 calls per day and process more than 80 shipment requests.
- Interact daily with LTL carriers, managing freight quotes, reconsignments, and updating customer contact details.
- Manage and relay critical time-sensitive information to freight management carriers and clients efficiently.
- Comprehend linear feet and discern when a Truckload rate is necessary instead of an LTL rate.
- Convey Langham's policies and values to ensure a shared understanding of expectations.
- Keep customer contact information current in the company database.
- Update customers on their shipment statuses, promoting seamless service.
- Investigate customer issues to identify opportunities, potential sales leads, or other issues to the sales team that could affect the sales relationship.
Critical Skills, Knowledge and Behaviors
- Demonstrated CSR experience in the logistics, supply chain and/or transportation industries.
- Demonstrates effective analytical, problem solving and decision-making skills (can gather and analyze data and information and draw conclusions).
- Demonstrates effective verbal, written and interpersonal skills. Can effectively communicate with a variety of individuals with diverse backgrounds. Able to negotiate with and influence others.
- Proactive in anticipating and alerting others to problems with projects or processes. Able to resolve conflicts.
- Takes initiative and needs little supervision. Works well in a team environment and as part of a team.
- Able to prioritize, organize tasks and time, and follow up. Performs responsibilities efficiently and timely. High level of detail orientation and accuracy.
- Experience with TMS systems and basic computer skills, i.e. Microsoft Word, Excel, Power Point, Internet usage (e-mail) and data entry.
Education and Experience
- H.S. diploma, prefer some post-secondary education.
- Prefer 3-5 years’ experience in the transportation/logistics industry
- 3-5 years’ experience in a customer service or call center position
Physical Demands
Must be able to work proficiently with computers and other office equipment. Will spend majority of time sitting working on computers and telephones. Work is performed in an office environment.
THIS IS AN ONSITE POSITION, MONDAY-FRIDAY, 1ST SHIFT HOURS
Skills Required
- Experience in 3PL transportation operations
- Customer service representative experience in logistics, supply chain, or transportation
- Experience with transportation management systems
- Basic computer skills, data entry, email, and Internet usage
- Microsoft Word, Excel, and PowerPoint proficiency
- Analytical, problem-solving, and decision-making skills
- Effective verbal, written, interpersonal, negotiation, and conflict-resolution skills
- Ability to prioritize, organize tasks, follow up, and work independently
- High school diploma
- Some post-secondary education
- 3-5 years of transportation or logistics industry experience
- 3-5 years of customer service or call center experience
- Ability to work onsite Monday through Friday during first-shift hours
What We Do
Langham Logistics partners with forward-thinking companies to provide comprehensive supply chain management solutions that save time and money. We don’t rely on off-the-shelf solutions; rather we utilize our proven processes and systems and tailor them to meet the exact needs of our clients’ company, industry, and business objectives. Our consultative approach goes beyond transactional activities, and instead focuses on proactive solutions that help reduce costs, better utilize assets, and provide visibility—both in the short term and over time. Our multidisciplinary team of experts is empowered to always work in the best interest of our clients, using best-in-class logistics technology, tactical operations support, accurate data collection, and a centralized communication hub. In addition, Langham provides added value through solid execution piece processing capabilities in freight management, domestic and international transportation, logistics, warehousing and fulfillment.
