About the role
Overview
We are looking for a skilled and motivated Customer Resources Specialist to join our team in Troutville, VA . This position provides prompt response to customer needs for products and services provided by Roanoke Cement and Separation Technologies.
Responsibilities
- Ability to analyze and select most cost-effective carrier based on rate
- Scheduling deliveries with carriers according to predetermined delivery times provided by the customer
- Positive and upbeat in all communications with customers and other departments
- Relentlessly pursue a solution to every issue that a customer brings and ensure that issues are resolved promptly and thoroughly
- Demonstrate deep desire to exceed expectations of internal and external customers; not satisfied with just meeting expectations
- Enter orders into JWS/SAP systems accurately and efficiently
- Monitor order status to ensure timeliness of delivery. Notify customers of delayed or diverted loads
- Work with above mentioned systems to document schedules, diversions and cancellations
- Develop solutions to meet conflicting customer requirements
- Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience
Qualifications
College degree preferred
- Prior dispatch or logistics experience preferred
- Customer service experience in similar role preferred
- A proven track record of superior customer service abilities and decision making
- Excellent interpersonal skills with the ability to communicate effectively with customers and staff at all levels of the organization
- Experience with JWS and SAP software highly preferred
- Excellent verbal and written communication skills to collaborate with others
- Ability to work independently, but also in collaboration with team members
- Ability to multitask with different, and sometimes conflicting events happening at the same time
- Ability to work under stress, while remaining calm and facilitating the de-escalating high frustration situations
- Ability to relay information quickly and accurately both verbal and written in a fast-paced environment
- Possess a strong work ethic. Strong team concept skills required
- Strong interpersonal and communication (written and verbal) skills
- Self-starter with the ability to handle high volume workload
- Proven ability to work efficiently under tight deadlines while researching and resolving ambiguous information effectively
- Working knowledge of Microsoft Office; inclusive of Outlook, Word and Excel
- Willingness to work a flexible schedule and overtime when needed. Position requires monthly on-call rotation