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Customer Service Representative (Part-time)

Dayton Freight
Email

**Shift Available: 4:00 PM - 9:00 PM 

  • Stable and growing organization
  • Competitive weekly pay
  • Quick advancement
  • Customized training program
  • Professional, positive and people-centered work environment
  • Modern facilities

Customer Service Representatives are responsible for assisting Dayton Freight customers with a variety of inquires including freight pickup requests, rate quotes or freight charges, hot shipments, shipment tracing and appointments or special requests.

  • Assist the Service Center Manager
  • Take and deliver messages for the Service Center Manager and Account Managers
  • Provide assistance to Drivers
  • Prepare bills of lading and delivery receipts
  • Maintain excellent communication with external and internal customers as well as interline companies

May be asked to assist with:

  • Payroll
  • Data entry
  • Freight reports
  • Driver collect reports
  • Billing and filling

Primary Function:

 

To be a source of support for all internal and external customers and accountable for the satisfactory resolution of their needs, concerns, and questions.

 

Principal Duties:

  • Compliant with the DFL Phone Fundamentals
  • Follow company procedures and guidelines at all times
  • Publicly support the mission, vision, and values of Dayton Freight Lines
  • Promptly answer incoming calls and handles the request without redirecting the caller
  • Utilize the OTSA (On The Spot Answers) and all training documents and videos on the employee website for assistance with questions
  • Accurately, professionally, and efficiently handle a wide variety of customer requests that include operation and service related issues:
    • Rate Estimates
    • Scheduling pick-ups
    • Shipment tracking, ETA’s, and delivery notifications
    • Document requests
    • Questions on invoicing and corrections
    • Creation of shipping documents
    • Appointment scheduling
    • Transit time information and Guaranteed Service
  • Accurately, professionally, and efficiently handle any assigned duties from the service center audit that could include:
    • Undelivered freight report
    • Missing document report
    • Aging report
    • OS&D checks, reports, and inspections
    • Calls, collection and submission of freight payments, including COD
    • Document Imaging
    • Driver check-in and document verification
  • Communicate with IQ leader on all concerns, special situations, requests, or training questions
  • Provide accurate and detailed information, messages and feedback to the Service Center Manager, IQ Leader, or any other DFL employee
  • Maintain a friendly and professional working relationship with all customers and all employees at Dayton Freight Lines
  • Continuously improve processes


*It is every employee’s duty to participate in the company’s goal of satisfying our customers economically. Therefore, all employees may be called upon to perform tasks not specifically listed in their job description. The job description is not deemed to be all inclusive, nor is the expectations of the job limited to the tasks listed in it.

 

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PHYSICAL ACTIVITIES ANALYSIS

 

The physical activity checklist documents the combined activity an Office / Clerical employee COULD perform while engaged in a combination of one or more of the general summary work tasks described during a workday. For example, the employee may crouch, stoop, squat, reach at shoulder level, reach below shoulder level, twist, and bend for several hours while performing job tasks over the course of a workday. Therefore, a COMBINATION of physical activities is required and may vary from day to day depending upon job tasks assigned.

 

JOB DEMAND (Physical Activities/Exposure) | EXTENT (Hours Based on 8 ½-hour Shift) | JOB DETAILS (Continuously / Frequently / Occasionally / Seldom / Never) | GENERAL COMMENTS

 

Lift / Carry / Lower

– 1–15 lbs. | 0–1 hour | Seldom | Ream of paper; cases; freight; skid cones; paperwork

– 15–30 lbs. | 0–1 hour | Seldom | Cases; loose freight

– 30–50 lbs. | 0–1 hour | Seldom | Cases; loose freight

– 50–75 lbs. | 0 | Never

 – 75–100+ lbs. | 0 | Never

 

Pushing / Pulling

Up to 1/3 of shift | Occasionally | Handling freight; opening/closing desk and file cabinet drawers; shrink wrapping; various duties

 

Reach Above Shoulder

0–1 hour | Seldom | Opening file cabinet drawers; various duties

 

Reach At Shoulder

0–1 hour | Seldom | Handling freight; various duties

 

Reach Below Shoulder

Up to 1/3 of shift | Occasionally | Handling freight; opening/closing desk drawers; relabeling cases/freight; placing cones on skids; various duties

 

Bending / Twisting

Up to 1/3 of shift | Occasionally | Handling freight; relabeling; various duties

 

Crouching / Stooping / Squatting

0–1 hour | Seldom | Building a skid; shrink wrapping a skid; various duties

 

Crawling / Kneeling

0–1 hour | Seldom | May kneel to relabel; various duties

 

Climbing / Stepping

0–1 hour | Seldom | In/out of service center steps

 

Kicking

0 | Never

 

Walking

Up to 1/3 of shift | Occasionally | On the dock; inside trailers; taking photographs; various duties

 

Standing

Up to 1/3 of shift | Occasionally | Relabeling freight; taking photographs; various duties

 

Sitting

2/3 or more of shift | Continuously | In chair at desk; various duties

 

Lying Down

0 | Never

 

Repetition – Hand / Wrist – Simple Grasping

2/3 or more of shift | Continuously | Handling paperwork and office supplies; various duties

 

Firm Grasping

0–1 hour | Seldom | Handling freight; shrink wrapping skids; various duties

 

Equipment Operated

2/3 or more of shift | Continuously | Computer; tape gun; printer; cell phone for photographs

 

PHYSICAL EXPOSURE

 

Temperature / Humidity

2/3 or more of shift | Continuously | Inside

 

Noise / Vibration

2/3 or more of shift | Continuously | Conversational speech ≈ 60 dB; powered industrial vehicle traffic ≈ 100 dB

 

Hazards

2/3 or more of shift | Continuously | Force; awkward postures; repetitive motion; contact stress

 

  • Skillful in Microsoft Office Programs
  • Excellent keyboarding skills
  • Has worked in a fast paced environment and has excellent attention to detail
  • Experience with handling a high volume of phone calls
  • Exceptional communication and customer service skills