Customer Experience Appointment Representative
Core
Schedule and reschedule customer freight loads, track trailer pools, and manage delivery appointments to ensure timely delivery and maximize customer satisfaction.
Role type
Customer service representative (logistics)
Builds
Delivery schedules and customer service interactions
Domain
Transportation and logistics
Required skills
Scheduling, data compilation, document processing, record maintenance, phone communication, dispute resolution, relationship building, time management
Responsibilities
Schedule and reschedule all loads awarded by the customer using proper reason codes to ensure timely delivery and maximize customer satisfaction; Track trailer pools to see if customer has available empties to determine scheduling; Provide documentation to validate customer disputes; Monitor customer's freight for potential resets and reschedules to avoid penalties from customer and to provide the best possible service; Resolve appointment requests for key customers with delivery dates within locked out areas; Build, maintain, and nurture relationships with new customers, existing customers, and other business segments; Communicate with customers to verify their product order and schedule an appointment for delivery, and establish customer requirements and maximize customer satisfaction