Customer Success Representative

Charlotte, NC
Full Time
000075 - Customer Success
Mid Level

Company Overview
Come join a winning Team! Since 1970 Plastic Express has met the bulk trucking, bulk terminal, packaging, and warehousing needs of the plastics industry. Our strategic locations, modern systems, and dedicated employees allow us to provide custom tailored logistical solutions to fulfill the most challenging needs of our customers. Plastic Express operates from 22 full service facilities, more than 40 bulk terminals, and 52 railcar terminals offering more than 8,500 railcar spots across the country. We are located near 9 major ports in the U.S. and rely heavily on our rail infrastructure to handle imports /exports as well as regional distribution. At many of the Plastic Express sites, we also handle some non-plastic commodities, which include; paper rolls, steel, building materials and other dry bulk materials. Plastic Express owns and operates roughly 250 trucks, with approximately 250 trailers performing full bulk truck distribution business. Plastic Express is headquartered in Houston, TX and has over 600 employees nationwide. Our goal has always been to exceed our customer's expectations, and our can do-attitude is what differentiates us from the competition.

Plastic Express employees have always been our key to success and total customer satisfaction. We are always looking for dependable & talented business professionals that will help us to grow and to continue our “Can Do” tradition.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Summary:
This position reports to the Customer Success Manager. A "hybrid" Customer Service position involving significant interaction with external and internal customers to provide "best in class" service to a customer base comprised of Fortune 500 companies and other small enterprises. The ideal candidate has experience and the proven ability to manage the customer’s day to day logistics/warehouse/transportation needs in a high pace/high transaction, team-oriented service environment. Attention to detail and strong proofreading abilities are necessary skills. Experience with SAP or web-based TMS/WMS/OMS operating systems is essential for success. The Customer Success Representative (CSR) will work closely with and provide prompt feedback to: Sales and Marketing, Accounting, Human Resources and company executives. During the course of business, the CSR is not to share any confidential information with anyone other than their direct manager or Executives of Plastic Express.
 
Essential Functions/Duties: 

  • Process customer bulk trucking and packaging orders from various sources, email, SAP, Web based portals, EDI
  • Input customer orders into TMS/WMS system with accuracy and speed.
  • Prepare end of day reports
  • Answer phones, forward calls and take messages
  • Research information when needed
  • Maintain inventory by checking for any discrepancies
  • Assist in customer inventory reviews
  • Monitor “Open Order” process of customers to make sure all orders are being updated
  • Assist the CSR Manager with special assignments as needed
  • Maintain and monitor delivery in Plastic Express data base
  • Notify management immediately anytime orders are missed/moved
  • Track daily/weekly/monthly all activities on the customers’ open order reports; ensure they are completed and updated properly
  • Notify management of any discrepancies
  • Monitor and maintain the Open Order Report in the Warehouse database
  • Review customer orders to ensure 100% accuracy
  • Contact CS Manager with any questions on orders
Qualifications: 
Required Education and Experience
  • 2+ years of experience in customer service (in the transportation industry preferred)
  • Professional, friendly phone presence
  • Possess a high level of proficiency in Word, Excel and Outlook
  • Ability to multitask, prioritize and work under stress
  • Highest quality written and verbal communication skills
  • Type 40wpm+ with 100% accuracy
  • Willingness to be cross-trained in other departments
Preferred Education and Experience
  • College degree
  • Knowledge of bulk commodities industry rates and terms
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  These tasks include, but are not limited to:
  • While performing the duties of this job, the employee is regularly required to see, talk and hear. The employee is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
  • Must be able to lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
  • Prolonged periods sitting at a desk and working on a computer
Licenses/Certificates:
  • None
Skills:   
  • Proven interpersonal skills; relationship development and management
  • Ability to work independently and as part of team
  • Ability to recognize onsite risk factors and take appropriate action with firmness and tact
  • Demonstrated proficiency with Microsoft Office products at the following levels:
    • Word, Excel, Outlook: Intermediate level of skill
    • PowerPoint: Basic level of skill
  • Global and cultural awareness
  • Customer service experience
  • Possess a high level of proficiency in Word, Excel and Outlook
  • Ability to multitask, prioritize and work under stress
  • Highest quality written and verbal communication skills
  • Willingness to be cross-trained in other departments
Additional Job Details:
Supervisory Responsibility:
  • This position has no direct reports.
Work Environment:
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, and printers/scanners.

Position Type/Expected Hours of Work:
This is a full-time, in-person position. Days of work are Monday through Friday.

Travel:
Little to no travel is expected for this position.

Benefits and Perks:
  • Family health benefit packages
  • Vacation pay after 90 days
  • Holiday pay after 90 days
  • Company matching 401k retirement program after 90 days

Duties and responsibilities may be added, deleted and/or changed at any time at the discretion of management.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

In line with Plastic Express’ Environmental Promise, the hired individual is expected to enthusiastically support all facets of Operation Clean Sweep; specifically, making a conscious effort to prevent pellet, flake and powder loss into the environment and ensure any spills are swiftly and effectively cleaned up.

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