A Customer Service Supervisor supervises staff that provide customer service for a company. Assists staff as needed, or deals directly with customers. Implements policies with regard to company products or services. Answers questions, resolves problems and complaints and approves refunds or exchanges for customers.
This position is for EPES Transport, LLC., a division of Penske Logistics, based in Greensboro, North Carolina. The primary purpose of the Customer Service Representative role is to ensure the efficient handling of customer service tasks and support the overall operations of the Customer Services Department. This involves managing administrative and clerical functions, processing orders, and coordinating activities to facilitate smooth logistical operations and maintain high levels of customer satisfaction.
Major Responsibilities:
Handle load tenders through various channels (email, fax, TMS, EDI), and gather necessary details for purchase orders, trailer needs, and appointments Oversee high-profile loads, update customers on progress, and handle service failures or delays, including rescheduling as needed. Obtain and manage freight from customers, ensure alignment with equipment availability, and coordinate load times with Epes' system. Address customer concerns, potential retention issues, and operational problems, while working to strengthen customer relationships and identify new business opportunities. Provide support to accounts receivable, track service levels and revenue, and assist in developing corrective action plans when necessary. Other projects and tasks as assigned.
Qualifications:
At least 1 year of customer service experience required At least 1 year of transportation experience required TMS experience HS Diploma / GED required Independent problem solving skills required Intermediate computer skills Regular, predictable, full attendance is an essential function of the job Willingness to travel as necessary, work the required schedule, work at the specific location required, complete Penske employment application, submit to a background investigation (to include past employment, education, and criminal history) and drug screening are required.
Physical Requirements:
The physical and mental demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The associate will be required to: read; communicate verbally and/or in written form; remember and analyze certain information; and remember and understand certain instructions or guidelines. While performing the duties of this job, the associate may be required to stand, walk, and sit. The associate is frequently required to use hands to touch, handle, and feel, and to reach with hands and arms. The associate must be able to occasionally lift and/or move up to 25lbs/12kg. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus. Penske is an Equal Opportunity Employer. About Penske Truck Leasing/Transportation Solutions Penske Truck Leasing/Transportation Solutions is a premier global transportation provider that delivers essential and innovative transportation, logistics and technology services to help companies and people move forward. With headquarters in Reading, PA, Penske and its associates are driven by a dedication to excellence and a commitment to customer success. Visit Go Penske to learn more.
