The 2nd shift Customer Service and Operations Representative will handle a variety of customer requests and issues independently after normal business hours. will also work hand to hand with other Schneider departments and service providers. This is accomplished by having a comprehensive understanding of all procedures, systems, and equipment used daily

DUTIES AND RESPONSIBILITIES:
1. Communicates effectively with customers, sales representatives, Service Team Leaders, drivers, and other internal personnel
2. Effective use of communication tools (telephone, email, chat) to present a quality oriented image where every customer / service provider is treated in a consistent, courteous, and efficient manner
3. Anticipates problems and acts pro-actively to solve them
4. Meets or exceeds total service needs of customers. Takes steps to alleviate issues and improve service efficiency
5. Provides back up support to other CSR’s on the team to eliminate any customer hold time
6. Administrate and coordinate MX carriers based on customer’s needs
7. Understand and measure service provider performance in order to detect potential opportunity areas
8. Update appropriate computer systems to clearly identify status of the shipments, assigning the proper load to the right carrier, box management, and order tracking
9. Maintains visibility over operating metrics to enable proactive response to day to day situations such as asset efficiencies or customer detention opportunities among others
10. Any other reasonable related job duties as assigned