Customer Solutions Specialist

 

Pacer Global Logistics is currently seeking a customer solutions specialist for our Rail division to work Friday thru Monday.  This individual will be the central point of contact for all intermodal customers and Sales and supports accounts assigned to them. Receives and inspects all customer orders and schedules pickup and delivery appointments. Builds customer relationships with pro-active communication of service exceptions, problem resolution and positive customer facing. Develops Standard Operating Procedures and assists in onboarding new customer. Additional responsibilities include:

 Single point of contact for Sales and Customers. Responsible for all customer accounts within the assigned Sales region. Receives and inspects all incoming orders via fax, phone, email, customer web or EDI. Creates orders, identifies the promise date to the customer, pulls in routing for the number one ranking and assigns the rail cutoff date that the load must meet in order to protect the delivery requirements. Converts the load to ‘order’ status and transfers to the Ground Transportation team. Schedules pickup and delivery appointments with shippers and consignees based on customer requirements. Monitors drop loads at origin and works with the customer to assure that the equipment is loaded and released in a timely manner. Runs daily, weekly and monthly customer reports. Inspects and analyzes the data for accuracy and forwards to the customers in a timely manner. Monitors incoming Customer Issue logs from the functional teams and addresses them within 30 minutes. Proactively notifies the customer of service exceptions and offers alternative solutions and/or corrective action plans. Communicates issues that will result in higher rates or accessorial charges to be incurred. Develops Standard Operating Procedures and participates in the Onboarding of new accounts. Maintains and updates customer profiles in the AS400. Addresses complaints or concerns from Sales and Customers and works with the functional teams and other PGL departments to identify root cause and corrective action plans.

 

Qualified candidates will have a minimum 2 years of Customer Service experience.  College degree preferred but not required.  Strong problem solving skills as well as good organizational and analytical skills are a must. Ability to prioritize tasks and meet deadlines.  Excellent written and oral communication skills and the ability to handle a large volume of work while maintaining focus on the customer.  Must work well under pressure and be a positive team member

 

Other duties can include a broad scope i.e. maintaining the customer Files and learning support activates such as helping develop packages for presentation to the customer and maintaining rate matrix for key accounts .