YRC Freight Customer Solutions Specialist II in Overland Park, Kansas

JOB SUMMARY

The Customer Solutions Specialist II will provide customer support to YRC reverse logistics customers. Receive and process complex customer shipment pick-ups, inquiries, and complaints covering multiple issues regarding freight pick-up and delivery.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  1. Records and processes orders and inquiries received by mail, telephone, and through personal customer contact.

  2. Provides pricing, availability and schedule information within established guidelines.

  3. Suggests alternative products or services to meet customer needs.

  4. Checks and approves credit within established limitations, and confirms orders.

  5. Obtain resolutions of routine customer complaints and issues.

  6. Serve as communication link between customers and sales staff to assure responsiveness.

  7. Track shipment progress and alerts appropriate individuals of any potential pick-up or delivery issues.

  8. Coordinates and processes customer orders, inquiries and complaints covering items or products ordered.

  9. Leads the analysis and resolution of escalated customer issues.

  10. Use knowledge of products, product availability, sales territories and individual customers to provide key communications link to the customer.

  11. Assists Supervisor in the development of training materials as well as the training of Customer Solutions Specialists.

  12. Creates reports for customers as needed outlining shipment information.

COMPETENCIES

  1. Adaptability - Maintaining effectiveness when experiencing major changes in work responsibilities or environment (e.g., people, processes, structure, or culture); adjusting effectively to change by exploring the benefits, trying new approaches, and collaborating with others to make the change successful.

  2. Building Trusting Relationships - Using appropriate interpersonal styles to establish effective relationships with customers and internal partners; interacting with others in a way that promotes openness and trust and gives them confidence in one’s intentions.

  3. Collaborating - Working cooperatively with others to help a team or work group achieve its goals.

  4. Communication - Conveying information and ideas clearly and concisely to individuals or groups in an engaging manner that help them understand and retain the message; listening actively to others.

  5. Continuous Learning - Actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through their application.

  6. Initiating Action - Taking prompt action to accomplish work goals; taking action to achieve results beyond what is required; being proactive.

  7. Work Standards - Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.

MINIMUM REQUIREMENTS

  1. High school diploma or equivalent.

  2. Four (4) years of customer service experience.

  3. Demonstrated ability to work on multiple projects simultaneously with an attention to detail.

  4. Effective verbal, written, and interpersonal communication skills.

  5. Experience using MS Office applications (Word, Outlook, Access, and Excel).

PREFERRED QUALIFICATIONS* *

  1. Experience in the transportation

  2. Bachelor’s degree.


WORKING CONDITIONS


This job operates in a professional office environment indoors. Routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

PHYSICAL DEMANDS


The position requires the ability to spend long hours sitting or standing while using office equipment and computers. Ability to perform repetitive tasks such as typing and keying. Occasional lifting, pushing/pulling, carrying 10 lbs of supplies and materials is required.

YRC Worldwide is an Equal Opportunity/Affirmative Action Employer

Minorities/Females/Persons with Disabilities/Protected Veterans

Title: Customer Solutions Specialist II

Location: KS-Overland Park

Requisition ID: 18035F