Description:
CUSTOMER SERVICE REPRESENTATIVE
Department: Transportation – Port Administration
Location: Falcon Office – Wilmington, CA
Classification: Full-Time, Non-Exempt
Reports To
Port Operations Supervisor
Position Summary
Ecology Auto Parts, Inc. is looking to fill the role of a Customer Service Representative (CSR) to join our growing Port Division. The CSR plays a vital role in the business as the initial point of contact for our clientele. The major responsibility of our CSRs is the administration of transportation orders and billing for assigned accounts within the company’s Transportation Management Software (TMS). This position is part of a larger team within the company’s drayage department which reports to the Port Operations Supervisor.
Responsibilities
Customer Service
- Receive, process, and communicate with assigned customers to schedule drayage orders.
- Communicate, coordinate, and prioritize customer orders to ensure accurate entry and processing into TMS with Dispatch Operations team located at the Falcon Yard.
- Verify order data against customer documents, port terminal and steamship line (SSL) schedules and container requirements, or other shipping-related portals.
- Communicate or respond to customer queries for scheduling conflicts, arrival times, additional fees that resulted from processing the order, and other items. This includes:
- Checking terminal and SSL portals
- Fielding customer requests for information or providing supporting documentation
- Responsible for monitoring import and export booking information while EAP manages a customer order.
- Must advise management of service failures and provide details, if available, and proactively communicate any issues to customers and Dispatch Operations.
- Email KPI goal is to reply to an email within one hour of receipt.
Billing
- The CSR must review complete orders daily, verify rates to ensure billing accuracy per customer rate agreements as well as any accessorial charges accrued.
- Bill assigned customers per EAP proposals and guidelines. This includes invoicing an order within 1-15 business days after the container ingates.
- Assist Accounts Receivables department research and field customer disputes with invoices and provide supporting documentation.
Requirements:
Qualifications/Knowledge/Critical Skills
- High School/GED REQUIRED
- Associates degree PREFERRED
- 1-2 year(s) customer service in trucking experience PREFERRED
- 1 year TMS or Profit Tools (TMS) experience HIGHLY PREFERRED
- Strong skills in Microsoft Office Suite particularly Excel and Word REQUIRED
- Strong organization, scheduling, and communication skills REQUIRED
- Clear and concise verbal and written communication REQUIRED
- Flexible, initiative-taking, and actively seeking process improvements REQUIRED
Physical Demands/Environmental Factors
- While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.
- Occasionally required to stand and walk.
- Must frequently lift and/or move up to 25 pounds.
- Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.
- Some travel may be required.
Compensation
The Customer Service Representative role offers an attractive compensation structure, with an hourly wage ranging from $18 to $22. Additionally, the final hourly rate may vary based on the candidate's experience, qualifications, and skills, and will be determined during the final stages of the hiring process. Alongside competitive pay, we offer comprehensive benefits, including medical, dental, and vision insurance, a 401k plan with employer matching, generous paid time off, and life insurance coverage. Our commitment is to provide a rewarding and competitive remuneration package aimed at attracting top talent in the industry.
PLEASE NOTE: This job description is not exhaustive and is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.
Ecology Auto Parts Inc. is committed to providing a workplace and culture of respect, diversity, equity, inclusion, and belonging. We are dedicated to ensuring equal employment opportunity without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. Should you have a disability or specific needs requiring accommodation, please inform us.
Thank you for your interest in opportunities with Ecology Auto Parts, Inc. We appreciate the enthusiasm and professionalism demonstrated by individuals seeking to join our team.
Please be advised that Ecology Auto Parts, Inc. does not engage with or entertain solicitations from third-party recruiting firms for our hiring needs. We have a dedicated internal recruitment team managing our talent acquisition process. We kindly request that third-party recruitment firms refrain from submitting candidates for our open positions. Ecology Auto Parts, Inc. will not consider or entertain candidates represented by headhunter agencies for our current requisitions. Our commitment to fair and equitable hiring practices includes working directly with candidates who apply through our official channels. We believe in fostering a transparent and direct relationship with potential team members.
We appreciate your understanding and compliance with this policy. If you are interested in joining Ecology Auto Parts, Inc., please visit our official careers page here: EAP, Inc. | Career Center for a list of our current job opportunities and application instructions.
